Service Delivery Manager-1

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Service Deliver Manager is required to be on site, full-time. The role is responsible for the management of third-party service provider outcomes, ensuring contractual obligations are met, including service delivery monitoring, SLA compliance, and vendor performance management. Acting as a key link between service providers and internal stakeholders, supporting continuous improvement, cost-efficiency, and alignment to business needs. This job is a manager of self, expected to perform with minimal supervision.

Key Result Areas

• Operationalise and manage a portfolio of contracts covering facilities, catering, property, security, cleaning, and travel.
• Monitor and report on contractual obligations, ensuring SLA compliance and escalation of issues when required.
• Manage vendor performance through regular reviews, issue resolution, and performance tracking.
• Act as a liaison between service providers and internal stakeholders to ensure service delivery expectations are met.
• Support ongoing improvements to contract execution, service delivery processes, and cost-efficiency initiatives.
• Ensure alignment of service delivery outcomes with business requirements.

Requirements: Skills, Qualifications, Experience required

• Administration, or related field.
• Minimum 5-6 years’ experience General Facilities management (contract management, vendor management, or service delivery support).
• Proven track record in monitoring and managing SLAs, vendor performance, and service delivery in a facilities or operations context.
• Minimum 3 years’ strong stakeholder management experience and communication skills.
• Reporting & Compliance experience essential.
• Ability to work independently, with attention to detail and a solutions-focused mindset.

Competencies: