Service Delivery Manager

We are seeking an experienced and customer-focused Service Delivery Manager who will play a critical role in strengthening support operations and ensuring the satisfaction, retention and success of assigned high-value and strategic customers. This role combines service governance, operational oversight, relationship management and escalation leadership to ensure customer queries, commitments and risks are managed proactively and consistently.

The Service Delivery Manager is accountable for the service experience, satisfaction and success of assigned high-value and strategic customers, while providing operational oversight of the support desk. The role ensures support queries are resolved to agreed standards, with clear ownership and early intervention where service quality, customer confidence or retention is at risk.

This customer-facing role combines service governance, relationship management, escalation leadership, performance reporting and continuous improvement. The Service Delivery Manager coordinates across support, consulting, projects, sales, finance and leadership, providing direction and accountability without routinely taking over delivery from the assigned query owner.

As a platinum Sage partner, Tyde Co and our partner entity Tyde Co U. specialize in delivering cutting-edge ERP and HRP solutions such as Sage 300 Cloud and Sage Intacct. We also offer Outsourced Accounting solutions to help clients streamline financial operations and scale with confidence. Our dedication to innovation, excellence, and client success ensures businesses not only adopt our solutions but thrive in competitive markets.

If you're ready to lead in a fast-paced, high-impact environment, we invite you to be part of our journey.

This position will report to the Senior Manager of Client Services. This position can be remote within the Gauteng province, with the ability to work from our Tyde Co office as required. Alternatively, it can be based remotely in the Cape Town or Durban region, with the flexibility to travel to the Cape Town office as required.

• Operate within a global framework, ensuring adaptability to support teams, meet deadlines and participate in virtual meetings across multiple time zones based in Canada, South Africa, U.K. or the U.S., as needed.

• Collaborate with international stakeholders, adjusting to varying schedules and priorities as needed.

• Facilitate seamless communication and coordination across global teams and support sales and account-management activities relating to customer retention, renewals and service opportunities.

• Maintain flexibility in scheduling to accommodate time-sensitive tasks and cross-regional collaboration.

• Maintain end-to-end visibility of support queries, ensuring each query is managed within agreed service standards.

• Set and reinforce standards for ticket notes, diagnosis, customer communication, handovers, resolution evidence and closure.

• Monitor support queues through dashboards and exception reporting to identify breaches, bottlenecks, capacity constraints and quality concerns, intervening where ownership or progress is unclear.

• Coordinate workload, specialist input and cover with support leads and consultants, and conduct proportionate quality reviews.

• Convert recurring issues and avoidable rework into process improvements, knowledge articles, training and stronger service controls.

• Own the service governance and operational experience for assigned strategic customers.

• Monitor SLA performance, support-hour utilisation, open commitments, escalations and risks, intervening where delivery falls outside agreed standards.

• Maintain a proportionate governance cadence through service reviews, customer check-ins, action logs and performance reporting.

• Provide proactive communication on service status, material incidents, remaining support balances, renewals, top-up requirements and potential interruptions.

• Ensure support activity is accurately recorded, tracked and billed in line with contractual commitments and customer outcomes.

• Build trusted relationships with key customer stakeholders and act as the visible service lead for assigned accounts.

• Monitor satisfaction through direct feedback, service reviews, sentiment trends, complaints and delivery performance.

• Own the coordination of escalations, confirming impact,…