Service Delivery Manager Location: South Africa - Johannesburg/Cape Town (Remote) Job type: Full-Time, PermanentReporting Line: Global Head- Customer Success Do you want to work for a company invested in your career progression?Are you looking for a senior role that gives you a platform to connect with our growing customer base and support them with cutting-edge technology improvements?Do you wish to work for an established fast-growing company where no 2 days are the same?BlueBridge One is the leading EMEA NetSuite Solution Provider with 20 years of experience in marketing, selling, implementing, and supporting the NetSuite cloud business management suite.
Due to business growth, an exciting opportunity for an experienced Service Delivery Manager to join our Customer Success team team has arisen. The Services Delivery Manager will be responsible for overseeing the delivery and ongoing support of managed services for our clients. You will lead a team of Oracle NetSuite specialists to drive a trusted partnership between the MS team, CoE specialist contribution, the customer and the BB1 Sales team.
This is a fast growing, fast paced environment with a high focus on delivery excellence, responding to a wide variety of customer needs and developing the consultancy skills of the delivery team.
Key Responsibilities: The main functions of the role include but not limited to:
Financial ManagementDrive a GP target for Growth & Developing customersDevelop and implement project budget that achieves profit margins, taking into account the customer objectives, budget, and timelinesAccountable for the billing process (ensure assigned customers are billed correctly and on time)Final approval of timesheets for billingResolve billing queries from customersResource ManagementManage delivery responsibility of a diverse team of resources to deliver at an optimal level of service ensuring an endearing customer experienceManage employees from onboarding to execution, providing training, mentorship, and performance feedback to ensure a high-performing team.Provide planning, prioritisation and drive timely delivery that achieves optimal resource utilisationIdentify personal growth and upskilling of resources bringing together individual career objectives and BB1 growth goals, key verticalsIdentify and implement opportunities for applying specialist skills from the relevant CoEContract management (ensure that delivery is aligned with the contract)Support project team to proactively identify and manage project risks, ensuring adherence to risk and project governance frameworks. Implement mitigation strategies and maintain project complianceCustomer ManagementLiaise with Project Manager and Consultants to ensure optimal service delivery across growth & developing customersBuild a level of rapport and trust with assigned customers to ensure ongoing customer retention and business growth, in partnership with Sales and Delivery teamFacilitate a quarterly service delivery meeting for Managed Services customers to ensure ongoing contract renewal, to demonstrate value of deliverables, risk mitigation, strategic engagement and achieving customer's roadmapResource allocation in coordination with the Resource Manager for end to end delivery of change requests and service requests for customers not on MS. Full lifecycle from pre-sales, to sign off, delivery & closeout.Identify Sales and MS upsell opportunities for Sales Team, for customers that regularly engage for change requestsDrive value of and successful delivery of BB1 Helpdesk, including contract management and ongoing renewal of the serviceKey Attributes include the following: Financial Management (Billing & Reporting)Service mind setDriven/results orientedAbility to build strong relationships with clients and stakeholders at all levels.Ability to manage multiple priorities effectively.Proven ability to manage cross-functional teams and drive project execution.Excellent leadership, communication, interpersonal, and negotiation skills.Strong attention to detailInnovativeGood writing skillsProfessional conductBusiness Knowledge/business acumenResilience in high-pressure environmentsIndustry Experience & Qualifications (required) Bachelors' Degree preferableBusiness practice experience or knowledge essentialStrong knowledge of implementation methodologies (Agile/waterfall), Managed Services would be advantageousSolid understanding of ERP systems and integrations, Oracle NetSuite preferableProject budgeting, resource management, cost control, and risk management principlesOther basic Project management experience beneficialProficiency with GSuite - Docs, Sheets, Presentations or similarGeneral business and business process knowledgeContinuous business improvement mind-setFinancial management knowledge and insightGood understanding of technical landscapesUnderstand and deal with contract managementOur Company Culture - Qualities We Are Looking For: Integrity Do the Right Thing: Uphold ethical standards while overseeing the delivery and ongoing support of managed services for clients. Ensure transparency, honesty, and reliability in all interactions with clients, stakeholders, and the BlueBridge One team.
One Collaborative Leadership: Lead a team of Oracle NetSuite specialists to drive a trusted partnership between the Managed Services (MS) team, Centre of Excellence (CoE) specialists, customers, and the BlueBridge One Sales team. Foster an environment of collaboration, trust, and excellence within the team.
Accountability Responsibility in Service Delivery: Take ownership of financial management, resource management, and customer management aspects of service delivery. Ensure optimal service delivery across all customers, driving customer retention, business growth, and customer satisfaction.
Enterprising Bold Leadership and Innovation: Exhibit strong leadership and innovation in driving growth and development of customers, managing resources, and identifying opportunities for service improvement and upselling. Proactively identify and manage project risks, implementing mitigation strategies to ensure project compliance and successful delivery. Please feel free to read more about our culture and what our employees think about working at BlueBridge One
Job Types: Full-time, Permanent
Pay: R850000,00 - R1200000,00 per year
Application Question(s):
Please advise which ERP System you have experience working with.Application Deadline: 2024/05/20
Expected Start Date: 2024/06/04
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