Service Delivery Manager

Permanent employee, Full-time · Ebene, Mauritius

Job Description

We are looking for a Service Delivery Manager to lead governance adherence, optimize processes, and enhance customer support operations. In this role, you will collaborate with internal and external stakeholders to improve service efficiency, streamline workflows, and drive continuous improvement. You will also oversee governance meetings, manage escalations, and ensure seamless execution of end-to-end processes.

Your contribution

Establish and maintain strong partnerships, ensuring teams adhere to governance frameworks while executing end-to-end processes and tasks through the partner model.
Identify and implement cost-effective process improvements by minimizing unnecessary steps, reducing handoffs, and leveraging automation while maintaining service quality.
Lead and coordinate internal and external teams/stakeholders within a structured Governance Framework, ensuring seamless execution of responsibilities.
Collaborate with internal and external partners to assess customer feedback and conduct Root Cause Analysis, driving improvements in customer support processes and ensuring a seamless end-to-end experience.
Organize and facilitate governance meetings at various intervals (weekly, monthly, quarterly, and annually), overseeing performance reviews, service alignment, continuous improvement initiatives, risk mitigation strategies, and action planning.
Optimize operational efficiency by working closely with internal stakeholders to enhance the end-to-end customer support experience.
Foster a growth mindset by promoting knowledge-sharing and continuous learning across all levels regarding Aryza products.
Maintain a customer-centric approach by ensuring internal teams have the necessary information to communicate effectively with customers.
Serve as the primary point of contact for Service Delivery, ensuring efficient and timely resolution of issues and escalations.
Provide support to internal Customer Support teams in handling customer inquiries related to Aryza products.
Drive continuous process enhancement through ongoing feedback and improvement initiatives.
Attend periodic business reviews (monthly, quarterly, and annually) in collaboration with senior management.
Manage and coordinate annual performance reviews in partnership with internal stakeholders.

What makes you stand out

5+ years of related business experience
A bachelor’s degree in a business-related subject or equivalent combination of education and experience
Knowledge of fintech products/services is preferred
Experience in managing customers
Working collaboratively across multiple countries
Strong stakeholder management
Confident, strong communicator
Growth Mindset
Strong organizational skills, able to deal with conflicting priorities
Team playerand ability to build trusting relationships internally and externally
Ability to adapt or change according to internal or external factors

What we offer

Comprehensive Medical Insurance Scheme
Pension Scheme
Meal Allowance
Health and Fitness Allowance
Transport Facilities / Petrol Allowance
Internet Allowance
Annual Leave granted as from Day 1
Birthday Leave

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