JOB DETAILS

🧑‍💼 Job Title: Service Delivery Manager
🏢 Company: Sigma
📍 Location: South Africa
🗂 Category: Management
⏰ Employment Type: Full Time
🆔 Job ID: 2025-2439
📌 Number of Openings: 1

COMPANY OVERVIEW

Sigma is a leading international Business Process Outsourcing (BPO) provider, recognised for its people-first culture and operational excellence. Proudly acknowledged by the Sunday Times Best Places to Work for three consecutive years, Sigma’s mission is simple yet powerful: #ImproveEverythingAlways.

The organisation partners with global clients across multiple industries, delivering exceptional customer experiences while investing heavily in employee wellbeing, career development, and sustainability.

JOB OVERVIEW

The Service Delivery Manager is a senior operational leadership role responsible for driving performance, engagement, and client satisfaction across multiple teams. Reporting to the Operations Manager, this role focuses on leading Team Managers, delivering against contractual KPIs, and ensuring continuous improvement across service delivery, people management, and client relationships.

This position is ideal for a resilient, data-driven leader with strong BPO experience and a passion for developing high-performing teams.

KEY RESPONSIBILITIES

Lead, coach, and develop Team Managers to achieve operational excellence
Drive performance against KPIs including customer satisfaction, efficiency, quality, and compliance
Ensure strong staff engagement through regular performance reviews, coaching, and feedback
Oversee HR processes, employee relations, and workforce planning on the operation
Build and maintain trusted client relationships through reporting, reviews, and issue resolution
Identify trends, risks, and improvement opportunities using performance data
Manage escalations professionally and proactively
Promote a culture of continuous improvement and accountability
Ensure adherence to regulatory, compliance, and internal governance standards

QUALIFICATIONS

Education

Matric (Grade 12) or equivalent qualification

Experience

3–4 years’ Team Management experience within an international BPO (essential)
2–3 years’ experience in utilities sectors (gas, electricity, telecoms, solar, etc.)
2–3 years’ experience in back-office and technical support environments
Proven experience in Front Office and Collections operations
Strong exposure to HR, IR, and regulatory compliance processes

Skills

Excellent leadership, coaching, and mentoring capability
Strong analytical and decision-making skills
Confident handling escalations and difficult conversations
Proficient in Excel (assessment required)
Strong understanding of KPIs such as CSAT, efficiency, and Treating Customers Fairly
Resilient, adaptable, and confident in high-pressure environments
Excellent written and verbal English communication skills

CV TIPS

Clearly demonstrate leadership experience within BPO environments
Highlight KPI achievements and operational improvements delivered
Include utilities, technical support, or collections experience prominently
Showcase coaching, performance management, and client engagement expertise

BENEFITS OF JOINING THE SIGMA CONNECTED GROUP

Career growth and internal promotion opportunities
Monthly, quarterly, and annual performance awards
Comprehensive medical insurance, life cover, and funeral benefits
Employee Assistance Programme and mental health support
Onsite healthcare services and wellness initiatives
Transportation assistance and shuttle services
Sustainable initiatives, including Sigma Forest participation
Inclusive, diverse, and people-focused workplace culture

COMPANY POLICY

Sigma is an equal opportunity employer committed to diversity, inclusion, and fair employment practices. All employment decisions are made without discrimination based on race, gender, age, disability, religion, or any other protected characteristic. Employees are expected to uphold Sigma’s values, comply with operational standards, and maintain the highest levels of professionalism and ethical conduct. Background checks and assessments form part of the recruitment process.

To apply for this job please visit careerssa-sigmaconnected.icims.com.