About Sybrin:
Sybrin is a leading IT software development company specialising in innovative solutions tailored to meet the evolving needs of businesses across various sectors. Our mission is to empower businesses with cutting-edge technology solutions that drive efficiency, enhance customer experiences, and facilitate growth.
At Sybrin we pride ourselves on delivering high-quality products and secure solutions, thanks in part to the combination of the ISO 9001 for Quality Management System and ISO/IEC 27001 for Information Security Management System certifications, and our commitment to data protection, demonstrated by our implementation of ISO/IEC 27701 Privacy Information Management System. As an employee of Sybrin, you will be expected to familiarise yourself with the contents of the Integrated Management System, as well as undergo periodic training to better understand your unique role in the security, quality, and privacy ecosystem within Sybrin, and uphold the principles in Sybrin’s Integrated Management System. The Integrated Management is a significant business enabler and as such, ensuring our customers are receiving quality, secure service at every touchpoint within the organisation is critical.
Role Overview:
As the Service Delivery Executive at Sybrin, you will report to the Chief Operating Officer.
Your role will be pivotal in supporting the company's growth and success by effectively standardizing and optimizing service delivery processes, ensuring continual improvements in the quality of service delivery and client satisfaction, whilst also maintaining and continually improving profitability in this space.
All Service Delivery Managers (SDMs) will report to you, either directly, in the absence of the respective Regional Manager / Director, or indirectly where the respective Regional Manager / Director is in place. All SDMs will be required to adhere to the process that you set, and to provide any information/data that you would require for analysis and reporting purposes.
Qualifications and Experience:
•Bachelor of Science degree in IT, Engineering, Business Administration, or a related field. A Master's or Honours qualification would be an advantage. ITIL Service Delivery Manager Certification preferred.
•Proven track record of success in service delivery leadership roles, preferably within the IT software development industry.
•Strong leadership and management skills, with the ability to inspire, motivate, and empower teams to achieve goals and objectives.
•Excellent communication, negotiation, and stakeholder management skills, with the ability to build rapport and influence at all levels.
•Demonstrated experience in successful service delivery execution across different markets.
•Sound understanding of service delivery best practices, SLA contract requirements, and risks associated with non-compliance.
•Proficiency in service delivery software and tools like Microsoft Project, Jira, or Asana.
•Strong analytical and problem-solving abilities, with a strategic mindset and attention to detail.
•Should have a strong drive to establish root causes of issues and find lasting solutions.
•Good financial acumen to calculate gross and net profitability, etc
Reporting Line: Chief Operating Officer
Key Responsibilities:
Your Key Responsibilities include, but are not necessarily limited to the following:
1)Service Delivery Standardization
•Defining and embedding the Sybrin Service Delivery Framework and ensuring uniformity/standardization across all regions/territories under “One Sybrin”. This relates to all processes, procedures, ways of work, capacity planning, training, risk management, documentation, and reporting standards, including, but not limited to:
•Providing the tools/templates for Service Delivery Managers to effectively capture timesheets, manage incidents, and audit their level of service under SLAs, and make the data available to you the SDE for analysis and reporting purposes.
•Defining client engagement models – client feedback scoring, service calls, incident management & reporting, escalations, etc
•Embedding Quality Control by establishing and enforcing quality standards and best practices for service delivery. Conducting regular reviews and assessments to ensure compliance with quality requirements and continuous improvement.
▪Project to Support engagement model – gatekeeper to ensure that SD does NOT inherit poor quality, instability or absence of any of the documented Best Practices (indexes, archiving, duplicate prevention, etc.).
▪Establishing programs to identify and prioritize what client solutions require retrospective modifications due to a lack of best practices or instability concerns.
•Lead Risk Management: Identify potential risks and issues proactively, developing risk mitigation strategies and contingency plans to minimize impact on SLA penalties and the like.
•Facilitate Capacity requirements planning and pooling across Regions.
•Work closely with the Project Delivery Executive to agree on whether Projects or Service Delivery will attend to corrective work or Change Requests
•Stay very close to all Client Contracts – working closely with Sybrin Legal department, to ensure consistency in areas affecting Service Delivery, implementing AI models to get reminders of contract expiries, and possible proactive renegotiation measures were pricing low or terms unfavourable.
•Manage the Sybrin HelpDesk relationship and keep them accountable
2)Client Satisfaction
•This relates to ensuring high levels of client satisfaction and retention by fostering a culture of client-centricity
•Devising and implementing practical but reliable ways to accurately understand the current level of client satisfaction and what’s important to them (customer feedback), and implementing both proactive and corrective action to address. This, however, should not be at all costs:
•where the client is being unreasonable, then you need to support the appropriate level of push-back in a reasonable, assertive, and non-emotional manner, and get in front of the client where an escalation requires it.
•where the cost to address the satisfaction of the client is material / prohibitive, then this should be highlighted to Exco to agree on the way forward.
•Outline proactive measures to prevent any dissatisfaction
•Be available and smartly presentable for local and cross-border client visits where required, such as accompanying the COO on his Service Review visits
3)Data Analysis and Reporting
•As a data driven organisation, Sybrin requires you to perform deep analytics on all the data that you have collated across the Service Delivery space through the processes and disciplines that you have put into place, and use that to draw meaningful insights, and produce high quality, accurate and informative Executive PowerPoint presentations/reports for Sybrin Town Hall, Exco, Board reports, etc.
•The reports per region will include, but not be limited to the following:
•Timesheet quality & compliance
•Incident Management resolution and SLA compliance
•Compliance with the agreed process
•Root Cause Analysis & corrective action
•Client satisfaction scores
•Billable Utilization
•Profitability per client
•Actual vs Budget for both CRs and SLAs Revenue
•You will be required to identify trends in areas of improvement per Service Delivery Manager, and with corrective action recommendations.
•Actual vs Budget for both CRs and SLAs Revenue
•You will be required to identify trends in areas of improvement per Service Delivery Manager, and with corrective action recommendations.
4)Maximizing profitability in SD without compromising the level of service provided to our clients,
•This relates to identifying opportunities for cost optimization and revenue generation.
•To accurately calculate the current profitability of client SLAs and then identify and document all factors that are contributing to the non-optimal profitability, and provide a comprehensive report on what prioritized actions should be made to address them. These will include, but not necessarily be limited to the following:
•Extraordinary effort provided to support a particular solution – this could be due to one or more of the following:
•doing SLA exclusion work/ doing the work of the client
•supporting a solution that can’t run without hand-holding due to instability, lack of best practices, and long-standing issues that were never resolved at a root cause level
poor support staff allocated
•doing remedial work that could be addressed through AI
•using proactive tools, such as Vitals to prevent many incidents from arising
• Non-optimal allocation of resources.
•Poor contracting terms on price/allowance for price increases, termination clauses, Sybrin responsibilities, SLA exclusions, unreasonably penalty clauses, etc.
•Addressing all of these should be exhausted before hiring additional staff for “vacancies”.
5)Team Development and Welfare:
•This involves fostering a culture of collaboration, accountability, and continuous learning.
•You will draft the OKRs for Service Delivery Managers and work closely with the Regional Managers/Directors and COO to get these approved and adopted
•Develop and empower the service delivery department through training, coaching, and professional development opportunities. Training courses are kept current and assigned to the required staff for completion
•Work closely with finance and SDMs to rework Overtime / Standby compensation
•Work closely with the COO to re-examine the SLA Pricing Matrix model
•Contractors Management – work closely with HR and Service Delivery Managers to ensure Contractors are looked after but also held accountable
Critical Technical and Behavioural Skills Required:
•Strong Sybrin Knowledge – strategy/objectives, products, tools, client base, etc
•Driven & Motivated / Self-Starter
•A confident individual who is very comfortable in conversing/communicating at CXX / Exco / Senior Management level at both Sybrin and with Clients
•A mature individual with a big picture mindset
•Handles Conflict well
•Is open to travel where required
•Is Assertive
•Is fair/reasonable/empathetic
•Meets deadlines
•Communicates well and concisely – both verbally and in writing
•Manages expectations well
•Can create high-quality modern reports in PowerPoint
•Is someone who sees the value in exploring and implementing AI tools to optimize the SD space
•Manages pressure well
•Good attention to detail
•A strategic thinker
• Solution-oriented - Root Cause Centric
•Can lead and manage
•Empowers and upskills his potential successor
•Organized and planful
•Customer-Centric
•Working knowledge of the principles in ISO 9001:2015 (Quality Management System), ISO/IEC 27001:2022 (Information security, cybersecurity, and privacy management System), ISO/IEC 27701:2019 (Privacy Information Management System), POPIA, and GDPR.