Social Work Supervisor : Service Delivery Teams (2 Posts Available In Khayelitsha), Ref No. Dsd [...]

Service Delivery Manager – Entersekt

Entersekt is a leader in digital banking fraud prevention and payment security, offering scalable products with a track record of success across multiple continents. We enable secure digital transactions for leading financial institutions globally and protect the digital transactions of over 210 million active users on our platform. Entersekt holds 120 active patents in digital security, payments, and user experience. We aim to create a world where everyone can transact digitally without fear or compromise, with a diverse product portfolio and an aggressive roadmap that positions the company to expand globally, with emphasis on North America and European markets.

The Role

Be a client advocate in the company driving product performance and adoption, leading to customer satisfaction. Monitor the services delivered to clients and take action to enhance delivery on a product and operational level.

Responsibilities

• Client Relationship Management
• Service Reviews and Reporting
• Client Satisfaction
• Service Level Agreements (SLAs) and KPIs : Develop and track service performance, reporting deviations to clients and management.
• Continuous Improvement : Identify opportunities for process improvements and implement changes to enhance service delivery quality.
• Performance Tracking : Monitor, analyse, and report on service delivery metrics; identify trends or issues affecting service quality.
• Compliance Assurance : Contribute to client requests and questionnaires related to the Product offering.
• Contract Renewal and Negotiations : Support contract renewals and negotiate service terms to meet business and client needs.
• Incident and Problem Management : Coordinate and oversee incident resolution with timely responses and client communication.
• Root Cause Analysis (RCA) : Coordinate incident reviews, set clear improvement plans, and discuss detailed RCA with clients.
• Incident Management : Lead response during service disruptions and coordinate with technical teams to restore operations.
• Coordination with Business, Technical and Product Teams : Liaise with stakeholders to ensure smooth product rollouts and track performance.
• Change Management : Oversee product updates or service changes, managing client communication and post-implementation support.
• Technical Escalations : Act as escalation point for complex issues, coordinating with engineering and hosting teams.
• Process Development and Standardisation : Develop and document service delivery processes and SOPs to ensure efficiency and training readiness.
• Automation and Innovation : Identify areas for automation to increase efficiency and reduce manual effort.
• Stakeholder and Executive Reporting : Provide regular updates to senior management, design dashboards and reports, and manage project status reporting and handovers.
• Strategic Service Planning : Support client growth with account management and sales teams; develop long-term service strategies for quality and scalability.

Skills and Experience

Successful candidates generally possess the following qualifications and skills :

Personality Attributes

Equal Opportunity

Entersekt is an Equal Opportunity Employer. We are committed to building an inclusive and diverse workforce reflecting the global communities we serve. For all South Africa-based roles, preference will be given to candidates from historically disadvantaged groups in accordance with local Employment Equity objectives.

Application Note

Apply for this position by following the "apply now" tab or viewing other roles on the Entersekt Careers page.

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