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Regional Service Delivery Manager

The Regional Service Delivery Manager is the regional leader of customer engagement team delivering service excellence to assigned customers. The incumbent will be responsible for the management and development of suitable innovative software solutions that are fit for use, to maximize turnover and profit.


The Regional Service Delivery Manager will contribute to the development of the strategic direction of the business, performance driven solutions to enhance revenue and profitability by building effective teams, ensuring operational standards are met while driving strategic business planning. Effective communication in translating strategic themes into concrete action plans to teams and providing consistent feedback to identify, prioritize, resource and operationalise projects will be key.

Primary Responsibilities for the Role

· Manage regional delivery pipeline and scheduling across all business units

· Develop and reinforce high operational standards by coaching and reinforcing targets.

· Create continuous improvement culture by actively collecting improvement feedback from customers in each project

· Set clear delivery targets, hold business unit teams accountable by driving the Project Management office for East Africa

· Demonstrate fluency in the local market’s requirements and processes

· Help control expenses, including staffing, supplies, and services

· Provide?market?intelligence?information

· Report?on?prospective?business and?sales?pipeline?activity

· Adhere?to?the?standards?set?for?territory?account?management?and?reporting.

· Proactively mediate and resolve any customer concerns or escalations

· Forecast?accurately?for?executive?management?review?

· Ensure?quality?delivery?in?performing?standard?sales?tasks

· Maintain?the?agreed?personal?development?plan

· By leading presales technical / functional support activity to prospective clients and customers while ensuring customer satisfaction.

· Focuses on large or complex sales opportunities that need creative and complex solutions

· Leads any and all aspects of the technical sales process.

· Advises internal and external clients on overall architect solutions.

· Reinforce culture of leadership and team excellence

· Be?positively?rated?in?terms?of?customer?satisfaction?metrics

· Manage?customer?perceptions of?the?business


Minimum Qualification and Experience Requirements

· Bachelor’s Degree or equivalent required

· At least 5 years of operations-related work experience in a fast-paced environment

· Expert understanding of Project Management Body of Knowledge (PMBOK) Discipline (Integration, Scope, Time, Quality, Human Resources, Communications, Risk Management, Procurement).

· PRINCE2 qualification will be an advantage

· 3-5 years demonstrable track record of success in delivering software development projects.

· Minimum?3?years??experience?within?the?ICT?infrastructure?and?application?solutions

· Market of IT delivery project

· Ideally?possess?the?ability?to?architect?solutions

· Able?to?operate?with?credibility?at?senior?levels (typically?Director / Head?of?Business?Unit), but also?be?comfortable?spending?time?with?technical?experts

· Have knowledge?of?the?company’s chosen markets

Desired Skills and Qualities

Personal Attributes and Qualities

· Team player that will work collaboratively with the Sales team to ensure that customer expectations are properly set, that communication is kept constant and that escalations are resolved in a professional and proactive manner.

· Demonstrate fluency in the local market’s requirements and processes

· Sound interpersonal skills, creativity and ability to mix with other people

· Sound business acumen

· Proven ability to develop client base

· Proven ability to deal with high-profile clients in corporate world

· Proven ability to develop and deliver presentations

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