Service Delivery Manager

As a Service Delivery Manager, you will be responsible for leading the performance and development of Team Managers and their teams, ensuring operational excellence, high staff engagement, and delivering on client requirements. Your focus is on achieving key performance indicators (KPIs), driving continuous improvement, and building strong relationships. You will report to an Operations Manager.

Sigma Family

💚 At Sigma, we stand out and have now been acknowledged 3 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

What being a part of the Sigma Family means for you!

📈 Career development and opportunities to apply for internal promotions following your probationary period.

🏆 Monthly, Quarterly and Annual awards with marvelous prizes.

💆‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

🍕 Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

💅 💪 Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

💖 Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.

🤓 Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

🚗 Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

💻 Join communities and collaborate with your colleagues on our internal Social Media platform.

💙 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

What Your Day-to-Day Will Look Like

📞 You will lead and manage the overall performance of the teams, ensuring alignment with Sigma’s core values and driving high levels of performance across all areas of service delivery. You will coach and develop Team Managers, ensuring they support their teams effectively through regular 1-2-1s, performance reviews, and end-of-year evaluations. You will collaborate closely with key stakeholders to ensure the smooth and efficient running of the operation.

You will oversee the day-to-day execution of HR processes, ensuring all teams feel supported and valued. You will drive a culture of continuous improvement by identifying and implementing opportunities to improve both customer experience and operational efficiency. You will build and maintain strong relationships with clients, ensuring regular updates and reporting on key metrics, and addressing any issues proactively. 

What Amazing people will bring to the role

💡 You have substantial management experience, ideally within a BPO environment, with a strong track record of leading teams. You can communicate clearly and confidently across all levels of the business. You possess proven leadership abilities in developing and coaching Team Managers.

You can analyse performance metrics, spot trends, and use data-driven insights for decision-making. You are adept at handling difficult conversations and providing constructive feedback. You have strong client management experience and build trust through clear communication. You can identify opportunities for improvement and collaborate with stakeholders to implement solutions.

Requirements:

• You have a Matric (Grade 12) or equivalent qualification
• Proficient in basic Excel (An assessment will be required)
• You have BPO experience within an international BPO (Essential)
• You have3 – 4 years of Team Management/BPO experience working in a Front Office and Collections environment.
• Minimum of 2–3 years’ experience in the utilities sector (e.g., gas, electricity, solar panels, telecoms, etc.) (Essential)
• Minimum of 2–3 years’ experience back-office experience.
• Minimum of 2–3 years’ experience in technical support
• You have previous leadership/Team Management experience within a BPO environment
• You can display a strong sense of resilience whilst under pressure.
• You have a good command of the English language (written and verbal)
• You are confident and thrive in pressured environments

• Strong analytical and problem-solving skills, with the ability to make quick, informed decisions
• You have a proven understanding of operational processes and regulatory compliance.
• You have demonstrated Experience in Coaching and mentoring Teams
• You have experience handling escalations and driving performance
• Familiar with KPI’s such as customer satisfaction, efficiency and Treating Customer Fairly.
• You have good auditing skills which is essential.
• You have a good understanding of KPIs and can guide your team to consistently meet or exceed them.
• You can display a strong sense of resilience whilst under pressure
• You have a good command of the English language (written and verbal)
• You are a confident leader and thrive in pressured environments, you are adaptable and open to change in a dynamic and fast-paced environment.
• You have good knowledge of IR / HR processes
• You have a demonstrated ability to effectively communicate across all levels of the organization.

Simple and Straight Forward Recruitment.

📩 We don’t see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we’ll proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family, then don’t wait and get applying!