Service Delivery Manager
Location
Dakar, Dakar Region
Job Type
Full-time
Category
Operations Specialties Managers
Posted
June 06, 2026
Roles and Responsibilities
Overall Purpose of Rôle:
Participate in the daily operation and manage end to end service quality to meet contractual SLA/KPI and customer satisfaction
Key responsibilities
•Managing end to end service operation process and be responsible for the result
• Be responsible for business continuity management and crisis management
• Be responsible for interface with outside audit
• Establish SLA rules & WLA breakdown and responsible for SLA service quality control and management.
• Analyze process metrics, timely adjustment and optimization.
• Be responsible for continual service improvement, participate in operation optimization, statistics, and analysis, provides improvement and optimization plans, and implementation for presents plan.
• Managing operation security and compliance ;
• Generate operation weekly/monthly report
• Managing customer communication and custo...
Overall Purpose of Rôle:
Participate in the daily operation and manage end to end service quality to meet contractual SLA/KPI and customer satisfaction
Key responsibilities
•Managing end to end service operation process and be responsible for the result
• Be responsible for business continuity management and crisis management
• Be responsible for interface with outside audit
• Establish SLA rules & WLA breakdown and responsible for SLA service quality control and management.
• Analyze process metrics, timely adjustment and optimization.
• Be responsible for continual service improvement, participate in operation optimization, statistics, and analysis, provides improvement and optimization plans, and implementation for presents plan.
• Managing operation security and compliance ;
• Generate operation weekly/monthly report
• Managing customer communication and custo...