Service Delivery Manager at Ozow

Ozow, a leading fintech company, is seeking a technically skilled and service-oriented Service Delivery Manager to deliver world-class merchant and customer experience. This role combines managerial, technical, and operational responsibilities.The Service Delivery Manager will be responsible for:

• Owning and streamlining the end-to-end incident management process.
• Monitoring, tracking, and reporting on escalation paths for customer support issues.
• Overseeing the day-to-day operations of the team.
• Training and supporting the team to a standard of excellence.
• Maintaining and optimizing Salesforce for incident tracking and resolution.
• Thinking outside the box to improve support operations.
• Establishing, measuring, and monitoring technical support KPIs and metrics.

The ideal candidate should have:

• 3+ years of team leadership experience.
• 5+ years in customer and technical support.
• A bachelor’s degree in IT or similar.
• Experience in a technical business.
• Experience handling escalated technical issues.
• Experience with process documentation.
• High proficiency in CRM systems (Salesforce preferred).
• Excellent project management and communication skills.
• A proactive, solutions-oriented mindset.
• A track record of improving incident tracking and resolution efficiency.

Ozow offers:

• Healthy breakfast, lunches, and snacks.
• Monthly team connects.
• On-site Barista.
• Birthday Leave.
• Medical aid subsidy (permanent staff).
• Group Risk Insurance (permanent staff).
• Generous paid annual leave.
• Learning and Development opportunities.
• Mentorship programme.
• Quarterly team building.
• Community initiatives.
• Employee gifting.
• Access to cutting-edge technology.