Nafasi ya kazi :- Service Delivery Manager at Computer Center March 2026

• Manage service delivery for contract clients and ensure services meet agreed standards.
• Monitor and continuously improve service delivery performance.
• Maintain strong client relationships and ensure customer satisfaction.
• Manage service delivery tools, systems, and reporting.
• Provide regular service delivery reports to management.

• Oversee call centre operations and ensure proper logging, handling, and closure of client calls within the agreed SLA.
• Train and guide staff on effective call management and customer handling.
• Ensure clients are regularly updated on the status of their service requests.
• Lead and motivate the service team to maintain high performance.
• Prepare weekly and monthly service reports.
• Develop proactive solutions to prevent recurring service issues.
• Lead meetings with clients, represent the service team, and maintain meeting minutes.
• Maintain effective communication with internal support teams.
• Manage service schedules and monitor service delivery activities.
• Mediate and resolve service-related issues.
• Monitor contract expiries and coordinate timely renewals.
• Handle correspondence related to service delivery.
• Monitor services provided in upcountry locations.
• Prepare and submit monthly service reports.
• Ensure service tools and resources are available for service teams.
• Maintain service contracts and maintenance records.
• Assign account managers for maintenance clients and supervise their activities.
• Review service logs and confirm completion of services with proper documentation.
• Ensure technicians prepare service reports upon completion of tasks.
• Review reports from account managers and escalate issues where necessary.
• Conduct client visits and meetings for AMC (Annual Maintenance Contract) clients.
• Coordinate AMC activities and ensure quality service delivery.
• Monitor daily maintenance activities and gather feedback from engineers on completed tasks.
• Ensure proper logging and follow-up of complaints, service requests, quotations, and surveys.
• Follow up on tasks assigned to other teams and ensure client responses are provided within 8 hours.
• Track service statistics such as complaints, requests, and response times.
• Communicate with clients regarding equipment readiness or delays.
• Coordinate transport for service teams when required.

• Ability to improve service delivery processes and performance.
• Effective management and monitoring of service calls and requests.
• Strong communication and collaboration with clients and internal teams.
• Proactive problem-solving and service improvement initiatives.
• Dedication, responsibility, and creativity in executing core duties.

• Delivery of high-quality services.
• Timely service response and completion.
• Timely contract renewals.
• Increased interaction and engagement with clients.

• Bachelor’s Degree in Business Administration, Information Technology, Engineering, Customer Service Management, or a related field.
• Minimum of 3–5 years of experience in service delivery management, customer service management, or a related operational role.
• Strong knowledge of service management processes, client relationship management, and service reporting systems.
• Proficiency in Microsoft Office applications and service management tools.
• Strong leadership, communication, and problem-solving skills.
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