Nexio is recruiting: Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for service delivery management, contract management, and commercialization of Nexio customer contracts and service level agreements (SLA)

Closing date: 31 July 2024

Location: Midrand


  • To serve as the single service interface into Nexio and the client.
  • To be the first point of escalation for the client on matters relating to service delivery;
  • To identify, analyse and mitigate contractual risk and concerns for Nexio and consult the GM: Services on such, where appropriate;
  • To oversee all service delivery matter in line with contractual obligations;
  • Understand and be accountable for the contract life cycle by:

  • Implementing and maintaining the commercial model for the contract in manner that maximises Nexio’s financial returns whilst reducing commercial risk;
  • Provide input into, and take ownership of, the overall contract with the client from negotiations through to termination/ renewal; and
  • Manage the contract throughout its lifecycle in a matter that mitigates contractual risk and exposure for Nexio;
  • Co-ordinate all billing and invoicing in line with the contractual terms;
  • Develop and maintain functional relationships between all Nexio delivery units and external business partners; and

  • Manage audit readiness relative to contract scope and requirements;
  • Participate in audit compliance reviews and take remedial action appropriately;
  • Third Party Management:
  • Ensure that appropriate contracts are in place with all 3rd parties to protect Nexio’s financial, reputation and other interests;
  • Implement and take ownership of Operational Level Agreements (OLA’s)/ SLA’s and Underpinning Contract (UC) management, tracking, measurement and reporting

  • Ensure the services delivered aligns to the contracted scope of services;
  • Manage quality of service delivered into the client;
  • Take ownership of the Service Level Agreement (SLA) of the contract by:
  • Taking the lead in negotiating feasible and achievable service level metrics for Nexio;
  • Tracking operational delivery and managing it in a manner that ensures achievement of the SLA;
  • Preparing and presenting regular (minimum monthly) service level reporting into the client in line with the client’s expectations and contractual obligations; 

  • Strive to exceed SLAs if there are no additional cost implications;
  • Analyse SLA compliance and identify areas of continuous service improvement;
  • Third Parties:
  • Oversee the management of any 3rd parties in line with the respective contracts, SLA’s and OLA’s;
  • Compile, validate, present of weekly operational service reviews;
  • Compile, validate, present of monthly SLA reports for client reviews; and
  • Compile, validate, present monthly SLA reports for interna
  • Compile, validate, present


  • A strong grasp of best practice operations management;
  • Strong technical capabilities;
  • Excellent leadership and relationship management skills;
  • Strategic thinker;
  • Contract Management experience and skills;

  • Commercial mind-set;
  • Process driven;
  • Excellent Service Level Management skills; and
  • Excellent communication, problem management and conflict resolution skills;
  • Ability to meet deadlines – and work under pressure.
  • Attention to detail and a passion for quality.
  • Analytical approach to service and cost management;
  • Good communication skills required – written, presentation & verbal;


  • Proven ability to drive collaboration and lead multi-disciplinary technical teams;
  • Significant experience in delivery of projects, services and solutions;
  • Previous budgeting and procurement experience are essential;
  • Previous experience in the effective management of vendor relationships and contract management
  • Understanding of service delivery models and the commercialization thereof.


  • Minimum of an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate
  • A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
  • 3 years’ experience in managing a team of at least 10 individuals
  • Relevant IT Degree would be an advantage

Related Articles

Leave a Reply

Your email address will not be published. Required fields are marked *

Back to top button