The Service Delivery Manager for the East Africa Cluster is responsible for strategically leading and managing the Cluster Service Delivery Team to meet customer expectations, ensuring a positive and efficient work environment, and optimizing service delivery quality across the region. This role encompasses strategic, tactical, and operational duties, focusing on team development, leveraging technology, and managing key stakeholder relationships.
Main tasks and Responsibilities:
Strategic Roles
Team Leadership, Training & Development
- Lead and manage the Cluster Service Delivery Team to meet customer expectations, ensuring a positive and efficient work environment.
- Ensure that team members are well trained and equipped with the right skill sets.
- Provide coaching, training, and mentoring to develop the team’s skills and competencies, promoting collaboration.
- Ensure coverage of all tasks, complete with a clear SWOT analysis of all team members and a succession plan.
Technology & Innovation
- Lead the team to effectively utilize deployed technological solutions, ensuring they are properly deployed and unlock envisaged benefits such as improved customer interactions, reduced case resolution time, and enhanced data collection for improvement opportunities.
- Identify and lead the automation of transactional processes within Service Delivery, collaborating with cross-functional teams including IT and the QPM desk.
- Be proactive in identifying new market technology that could be beneficial for adoption by the group.
Management of Shared Services Desks
- Ensure that services offered by shared service desks comply with the service level agreement, escalating non-conformances when necessary.
- Evaluate the performance of shared services desks, highlighting and closing improvement areas.
Resource Allocation
- Effectively allocate resources within the cluster Service Delivery team, including personnel, to optimize the delivery of services to customers.
Performance Monitoring
- Identify service delivery performance drivers.
- Implement regular monitoring of these drivers through team performance assessments, data analysis, and identification of improvement areas leading to elevated overall service delivery quality.
External Stakeholder Management
- Create linkages with customs and other external agencies (such as customs manifest and training teams) that impact the overall speed and quality of service delivery tasks.
Tactical Roles
Task Coordination
- Organize and coordinate tasks in Cluster Service Delivery within available resources to meet customer expectations.
- Conduct regular reviews with internal departments (GBS, Sales, Lines, Finance) to drive improvement or address risks.
- Engage with internal departments for better resolution time and process.
Resolution of Matters
- Handle escalated customer matters and provide guidance to team members on resolving challenging scenarios, ensuring customer satisfaction.
- Anticipate and manage all team conflicts within the service delivery team, escalating duly and on time to management.
Performance Monitoring
- Track service delivery KPIs and ensure data is used in making improvement decisions.
- Conduct performance reviews based on clear, agreed-upon targets, developing action plans for performance improvement.
- Deliver excellent incident (case) management as per Service Level commitment.
Simplification Pillar
- Ensure the effective deployment, monitoring, and closure of all simplification pillar actions.
Operational Roles
- Managing the team day-to-day to meet KPIs.
- Effective management and escalation of unresolved customer technical problems.
- Motivate and develop the team to provide the best service.
- Directly manage the day-to-day activities of the East Africa service delivery teams by aligning tasks, serving as the focal point for escalated matters, and ensuring team engagement.
- Ensure the day-to-day smooth flow of activities, guaranteeing all queues flow smoothly, no desks are unmanned, and all internal and external conflicts are properly resolved.
- Coordinate with relevant departments on matters impacting team productivity.
- On-time escalation of all matters requiring management attention.
Qualifications and Experience
- Education: Bachelor’s degree in business administration, supply chain, shipping, engineering, social sciences or a business-related course. A Master’s degree in a business or management related course is an added advantage.
- Experience: Proven experience in a managerial role. Proven past experience in shipping, with at least 5 years of experience in back office roles in shipping, logistics, and/or supply chain is an added advantage.
- Skills: Must be experienced in Process Management and the application of Quality systems, and possess excellent command of written and spoken English.
