Share this Job

Service Delivery Manager

Location:  Johannesburg
Stellen-ID:  16541

When it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. G+D Currency Technology is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security and efficiency in cash circulation. Our 160 years of experience – combined with new, digital solutions – makes us the world market leader in Advanced Currency Management. As part of the G+D Group, we offer a wide range of development opportunities in an international, family-owned company, with more than 11,000 employees worldwide. We are convinced that the key to success is in the diversity of our employees. That’s why it depends on you personally – let’s shape the future of currencies together!

JOB SUMMARY:

The Service Delivery Manager is part of the Service Excellence team – this team’s core mission is continual improvement and excellence in all customer engagements, both external and internal. The Service Delivery Manager is a great communicator that can structure and prioritize a multitude of tasks and drive operational teams to ensure that all deliverables are tracked and customer expectations are met and where possible exceeded. The Service Delivery Manager is a person that was born with the natural desire to serve, do better every day – it is someone that pro-actively seeks opportunities to turn customers into loyal brand supporters.

KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):

  • Correctly channel service support requests from External and Internal Customers (e.g. Sales) to the correct delivery teams.
  • Handle external and internal customer escalations.
  • Continuously and pro-actively provide communication and updates to all parties until service support requests are resolved.
  • Act as the ‘firewall’ between Internal customers and operational teams, ensuring that Internal customers are timely provided with progress reports while delivery teams have absolute clarity on desired outcomes to achieve service excellence.
  • Track all service support requests by category and priority using Kanban methodologies and tools. Optimize the request funnel. Prioritize requests while maintaining the optimal output flow (delivery rhythm).
  • Provide real-time and historic support performance reports using dashboards and visualisations, ensuring all internal stakeholders are continuously aware of the service delivery status and performance.

ACADEMIC QUALIFICATIONS:

  • NDip/ Degree  

EXPERIENCE:

  • Minimum of 5 years of experience in Technology Service Delivery
  • Essential to have experience in dealing with customers at multiple levels
  • Experience in sales can be advantageous to understand the need of (internal) customers
  • Minimum of 5 years’ experience working in a geographically dispersed and multi-cultural team
  • Proven track record in achieving the highest customer satisfaction
  • Familiar with service delivery contract terms and conditions (SLA’s, delivery schedules)

KNOWLEDGE, SKILL & ABILITIES:

  • Highly effective communication skills (face to face, written and telephonic)
  • Structural thinker – able to look at the bigger picture to come up with effective solutions to address recurring issues (problem management)
  • Excellent people skills – able to drive teams to execute
  • Self-directed and motivated
  • Strong problem solving and analytical skills
  • Advanced computer literacy
  • Experience with Agile / SCRUM methodologies highly advantageous
  • Data analysis – able to draw conclusions from available service related data
  • Be able to work under pressure

 

$$  $$ Venesa Lubisi $$ venesa.lubisi@gi-de.com $$ 0027 11 309 4900 $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=16541&career_ns=job_application

We are looking forward to receiving your application!

Giesecke+Devrient Currency Technology South Africa
Oxford Parks, 3rd Floor, 8 Parks Boulevard Buildin
www.gi-de.com/careers
CT_meeting_mf
We are shaping the future of currency based on 160
I’m proud of what we do: