[Hiring] Service Delivery Manager @TydeCo

Role Description

We are seeking an experienced and customer-focused Service Delivery Manager who will play a critical role in strengthening support operations and ensuring the satisfaction, retention, and success of assigned high-value and strategic customers. This role combines service governance, operational oversight, relationship management, and escalation leadership to ensure customer queries, commitments, and risks are managed proactively and consistently.

The Service Delivery Manager is accountable for the service experience, satisfaction, and success of assigned high-value and strategic customers, while providing operational oversight of the support desk. The role ensures support queries are resolved to agreed standards, with clear ownership and early intervention where service quality, customer confidence, or retention is at risk.

This customer-facing role combines service governance, relationship management, escalation leadership, performance reporting, and continuous improvement. The Service Delivery Manager coordinates across support, consulting, projects, sales, finance, and leadership, providing direction and accountability without routinely taking over delivery from the assigned query owner.

This position will report to the Senior Manager of Client Services. This position can be remote within the Gauteng province, with the ability to work from our TydeCo office as required. Alternatively, it can be based remotely in the Cape Town or Durban region, with the flexibility to travel to the Cape Town office as required.

Key Responsibilities

• Global Support & Cross-Regional Collaboration:
  • Operate within a global framework, ensuring adaptability to support teams, meet deadlines, and participate in virtual meetings across multiple time zones based in Canada, South Africa, U.K., or the U.S., as needed.
  • Collaborate with international stakeholders, adjusting to varying schedules and priorities as needed.
  • Facilitate seamless communication and coordination across global teams and support sales and account-management activities relating to customer retention, renewals, and service opportunities.
  • Maintain flexibility in scheduling to accommodate time-sensitive tasks and cross-regional collaboration.
• Support Operations & Service Quality:
  • Maintain end-to-end visibility of support queries, ensuring each query is managed within agreed service standards.
  • Set and reinforce standards for ticket notes, diagnosis, customer communication, handovers, resolution evidence, and closure.
  • Monitor support queues through dashboards and exception reporting to identify breaches, bottlenecks, capacity constraints, and quality concerns, intervening where ownership or progress is unclear.
  • Coordinate workload, specialist input, and cover with support leads and consultants, and conduct proportionate quality reviews.
  • Convert recurring issues and avoidable rework into process improvements, knowledge articles, training, and stronger service controls.
• Strategic Customer & SLA Management:
  • Own the service governance and operational experience for assigned strategic customers.
  • Monitor SLA performance, support-hour utilization, open commitments, escalations, and risks, intervening where delivery falls outside agreed standards.
  • Maintain a proportionate governance cadence through service reviews, customer check-ins, action logs, and performance reporting.
  • Provide proactive communication on service status, material incidents, remaining support balances, renewals, top-up requirements, and potential interruptions.
  • Ensure support activity is accurately recorded, tracked, and billed in line with contractual commitments and customer outcomes.
• Client Relationships, Escalations & Retention:
  • Build trusted relationships with key customer stakeholders and act as the visible service lead for assigned accounts.
  • Monitor satisfaction through direct feedback, service reviews, sentiment trends, complaints, and delivery performance.
  • Own the coordination of escalations, confirming impact, accountability, timelines, dependencies, and communication through to resolution.
  • Identify dissatisfaction, service fatigue, and commercial risk early, and coordinate documented recovery plans.
  • Close the loop after significant incidents, capture lessons learned, and rebuild customer confidence where required.
• Reporting, Commercial Awareness & Improvement:
  • Maintain concise reporting on queue health, SLA performance, aging, reopen rates, utilization, customer sentiment, risks, and actions.
  • Provide leadership with clear updates on service quality, strategic-customer health, escalations, and retention risks.
  • Partner with sales, client expansion, and finance teams on renewals, top-ups, scope clarifications, billing queries, and suitable service opportunities.
  • Use service data, quality reviews, and customer feedback to recommend improvements to processes, tools, knowledge, staffing, and communication.
  • Promote consistent ownership, accountability, responsiveness, and customer-focused delivery across teams.

Qualifications

• Minimum five years of relevant experience in service delivery, customer success, account management, support operations, consulting, or professional services, including at least two years managing strategic customers, SLAs, or complex service escalations.
• Relevant qualification in business, service management, operations, project management, information systems, or a related field; equivalent relevant experience will also be considered.
• Experience in service delivery, client services, customer success, account management, support operations, consulting, or professional services.
• Experience managing SLA customers, service reviews, escalations, or high-value client relationships.
• Strong written and verbal communication, service reporting, and stakeholder-management skills.
• Ability to manage multiple priorities and work effectively in a fast-paced, distributed environment.

Preferred Experience

• Experience with ERP, HRP, payroll, accounting, SaaS, or business software environments.
• Familiarity with service management, CRM, project management, ticketing, reporting, time-recording, or billing systems.
• Experience working with distributed teams and customers across regions or time zones.
• Exposure to service improvement, quality assurance, customer-success planning, or commercial account support.

Work Environment

Work can take place either in an open office setting or remote setting with the expectation to travel onsite based on business and management needs. This is a full-time position that requires the ability to work a flexible and regular full-time schedule. It requires the ability to sit and work at a computer for extended periods of time and communicate effectively with a diverse audience in person, by phone, and by computer.

About Us

TydeCo is an equal opportunity employer, along with our partner entities AWCape, Applico, and Lescault and Walderman Inc. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from qualified candidates of all backgrounds, regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy, maternity, or any other legally protected characteristics.

We reserve the right to not fill this role.