Service Delivery Manager – Johannesburg Location: Johannesburg Nature of role: Full-time Permanent Reports to: Head of Service Delivery, South Africa Job Summary: Reporting to the Head of Service Delivery, the Service Delivery Manager is responsible for providing senior client management support, incorporating service delivery oversight and commercial management. The Manager will set priorities to achieve commercial outcomes, understand client businesses and strategic intent, and drive revenue generation while supplying intelligence to Sales and Product & Proposition teams. Key Responsibilities Conduct service reviews, own issue escalation, oversee SLA/KPI deliverables and ensure contractual compliance. Work closely with Asset Services & Delivery, PMO, Sales and Production Support teams to provide senior relationship support and service delivery. Consult with Asset Services stakeholders and Delivery leads to determine and set overall regional priorities. Maintain a strong understanding of FNZ’s client offering, operational processes and support functions. Strategy formulation and implementation :Identify and secure additional commercial opportunities with each customer within the remit. Position FNZ as a strategic adviser to all customers and demonstrate this through regular access to strategic decision‑makers and involvement in customer strategy sessions. Contribute to the formulation and refinement of the wider FNZ vision and strategy. Use professional networks to assist the Sales team to identify and secure commercial opportunities with new customers. Maintain a high degree of domain expertise and professional currency (regulation, market drivers, FNZ propositions and processes) and articulate a clear point of view internally or customer‑facing. Leadership :Establish exceptional working relationships within FNZ based on trust, loyalty, dependability and skill. Earn respect from colleagues, customers and other professional stakeholders. Lead by example, be accessible, drive a commercial focus throughout the team, and act as a change agent. Speak truth to power, adhere to FNZ’s whistle‑blowing policy and applicable legislation. Support the development of junior employees and foster a service culture with a positive “can‑do” attitude. Managing Service Delivery :Maintain customer satisfaction levels above an acceptable standard agreed with the Managing Director. Visit customers on‑site monthly or as agreed. Provide senior client management support, including regular service reviews to identify improvement areas and discuss strategy. Understand and manage key service delivery metrics, SLA/KPI and contractual compliance. Communicate account management priorities to internal stakeholders and collaborate to deliver desired outcomes. Manage Production Support & Infrastructure and Client Support services teams to deliver exceptional client outcomes. Plan and track activities against a realistic plan and produce status updates on request. Experience and Qualifications Strong account management/service delivery experience within Financial Services. Experience handling protracted high‑pressure situations and coping with important customer outcomes. Demonstrated high professional standards, personal accountability for FNZ’s performance, and the ability to act on own initiative. Respectful of colleagues, customers and stakeholders, and engaged with a positive team culture. Proven track record of influencing and leading stakeholders to secure good customer outcomes and prevent bad ones. Performance Assessment & Expectations The Service Delivery Manager is expected to own all customer‑impacting activities, drive commercial results, foster a "by exception" management approach, and support colleagues, creating a positive and high‑performance team culture. #J-18808-Ljbffr