Service Delivery Manager

We are seeking an experienced and customer-focused Service Delivery Manager who will play a critical role in strengthening support operations and ensuring the satisfaction, retention and success of assigned high-value and strategic customers. This role combines service governance, operational oversight, relationship management and escalation leadership to ensure customer queries, commitments and risks are managed proactively and consistently. 

The Service Delivery Manager is accountable for the service experience, satisfaction and success of assigned high-value and strategic customers, while providing operational oversight of the support desk. The role ensures support queries are resolved to agreed standards, with clear ownership and early intervention where service quality, customer confidence or retention is at risk.  

This customer-facing role combines service governance, relationship management, escalation leadership, performance reporting and continuous improvement. The Service Delivery Manager coordinates across support, consulting, projects, sales, finance and leadership, providing direction and accountability without routinely taking over delivery from the assigned query owner. 

As a platinum Sage partner, TydeCo and our partner entity TydeCo U. specialize in delivering cutting-edge ERP and HRP solutions such as Sage 300 Cloud and Sage Intacct. We also offer Outsourced Accounting solutions to help clients streamline financial operations and scale with confidence. Our dedication to innovation, excellence, and client success ensures businesses not only adopt our solutions but thrive in competitive markets. If you're ready to lead in a fast-paced, high-impact environment, we invite you to be part of our journey. 

This position will report to the Senior Manager of Client Services. This position can be remote within the Gauteng province, with the ability to work from our TydeCo office as required. Alternatively, it can be based remotely in the Cape Town or Durban region, with the flexibility to travel to the Cape Town office as required. 

Key Responsibilities 

Global Support & Cross-Regional Collaboration 

• Operate within a global framework, ensuring adaptability to support teams, meet deadlines and participate in virtual meetings across multiple time zones based in Canada, South Africa, U.K. or the U.S., as needed. 

• Collaborate with international stakeholders, adjusting to varying schedules and priorities as needed. 

• Facilitate seamless communication and coordination across global teams and support sales and account-management activities relating to customer retention, renewals and service opportunities. 

• Maintain flexibility in scheduling to accommodate time-sensitive tasks and cross-regional collaboration. 

Support Operations & Service Quality 

• Maintain end-to-end visibility of support queries, ensuring each query is managed within agreed service standards. 

• Set and reinforce standards for ticket notes, diagnosis, customer communication, handovers, resolution evidence and closure. 

• Monitor support queues through dashboards and exception reporting to identify breaches, bottlenecks, capacity constraints and quality concerns, intervening where ownership or progress is unclear. 

• Coordinate workload, specialist input and cover with support leads and consultants, and conduct proportionate quality reviews. 

• Convert recurring issues and avoidable rework into process improvements, knowledge articles, training and stronger service controls. 

Strategic Customer & SLA Management 

• Own the service governance and operational experience for assigned strategic customers. 

• Monitor SLA performance, support-hour utilisation, open commitments, escalations and risks, intervening where delivery falls outside agreed standards. 

• Maintain a proportionate governance cadence through service reviews, customer check-ins, action logs and performance reporting. 

• Provide proactive communication on service status, material incidents, remaining support balances, renewals, top-up requirements and potential interruptions. 

• Ensure support activity is accurately recorded, tracked and billed in line with contractual commitments and customer outcomes. 

Client Relationships, Escalations & Retention 

• Build trusted relationships with key customer stakeholders and act as the visible service lead for assigned accounts. 

• Monitor satisfaction through direct feedback, service reviews, sentiment trends, complaints and delivery performance. 

• Own the coordination of escalations, confirming impact, accountability, timelines, dependencies and communication through to resolution. 

• Identify dissatisfaction, service fatigue and commercial risk early, and coordinate documented recovery plans. 

• Close the loop after significant incidents, capture lessons learned and rebuild customer confidence where required. 

Reporting, Commercial Awareness & Improvement 

• Maintain concise reporting on queue health, SLA performance, ageing, reopen rates, utilisation, customer sentiment, risks and actions. 

• Provide leadership with clear updates on service quality, strategic-customer health, escalations and retention risks. 

• Partner with sales, client expansion and finance teams on renewals, top-ups, scope clarifications, billing queries and suitable service opportunities. 

• Use service data, quality reviews and customer feedback to recommend improvements to processes, tools, knowledge, staffing and communication. 

• Promote consistent ownership, accountability, responsiveness and customer-focused delivery across teams. 

Key Attributes 

• Client-Focused Leadership: Builds trust with senior stakeholders and owns customer outcomes through to resolution. 

• Operational Control: Manages multiple customers, priorities, commitments and escalations with clear visibility and discipline. 

• Communication: Provides clear customer updates, concise summaries and structured service reporting. 

• Commercial Awareness: Understands service commitments, support models, billing implications and renewal risk. 

• Analytical Problem Solving: Interprets service data, identifies root causes and recommends practical improvements. 

• Accountability: Demonstrates ownership, attention to detail and reliable follow-through. 

• Collaboration: Influences outcomes across teams without relying on direct authority. 

Requirements

Qualifications 

• Minimum five years of relevant experience in service delivery, customer success, account management, support operations, consulting or professional services, including at least two years managing strategic customers, SLAs or complex service escalations. 

• Relevant qualification in business, service management, operations, project management, information systems or a related field; equivalent relevant experience will also be considered. 

• Experience in service delivery, client services, customer success, account management, support operations, consulting or professional services. 

• Experience managing SLA customers, service reviews, escalations or high-value client relationships. 

• Strong written and verbal communication, service reporting and stakeholder-management skills. 

• Ability to manage multiple priorities and work effectively in a fast-paced, distributed environment. 

Preferred Experience 

• Experience with ERP, HRP, payroll, accounting, SaaS or business software environments. 

• Familiarity with service management, CRM, project management, ticketing, reporting, time-recording or billing systems. 

• Experience working with distributed teams and customers across regions or time zones. 

• Exposure to service improvement, quality assurance, customer-success planning or commercial account support. 

Benefits

Work Environment: 

Work can take place either in an open office setting or remote setting with the expectation to travel onsite based on business and management needs. This is a full-time position that requires the ability to work a flexible and regular full-time schedule. It requires the ability to sit and work at a computer for extended periods of time and communicate effectively with a diverse audience in person, by phone and by computer. 

About Us: 

TydeCo is an equal opportunity employer, along with our partner entities AWCape, Applico, and Lescault and Walderman Inc. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from qualified candidates of all backgrounds, regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy, maternity, or any other legally protected characteristics.

We reserve the right to not fill this role.