Service Delivery Manager (North America)
Somewhere
🇿🇦 Hirezar Summary for South African Applicants
This fully remote full time position at Somewhere is open to applicants from South Africa. The estimated monthly salary is R27,750 – R37,000 ZAR. This role is suited for mid-level professionals. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
Job Title: Remote Service Delivery Manager
Location:Fully Remote (Must align with North America or APJ business hours; candidates from South America are encouraged to apply)Employment Type:Full-time / ContractReports To:Program Director
Job Overview
We are seeking twoService Delivery Managers (SDMs)to provide ongoing customer support and relationship management for our global device lifecycle programs. These programs help enterprise customers manage critical events like employee onboarding and offboarding. The ideal candidate will have strong experience in IT services and customer relationship management.
As an SDM, you will act as the customer's advocate in your region, fielding support questions, resolving issues, and coordinating with internal teams to ensure a seamless service delivery.
Key Responsibilities
* Customer Advocacy:Serve as the primary customer-facing representative for your region, building trusted relationships and ensuring ongoing satisfaction.
Customer Advocacy:Serve as the primary customer-facing representative for your region, building trusted relationships and ensuring ongoing satisfaction.
* Issue Resolution:Field customer inquiries, troubleshoot issues, and coordinate with fulfillment hubs, asset management, and internal teams for timely resolution.
Issue Resolution:Field customer inquiries, troubleshoot issues, and coordinate with fulfillment hubs, asset management, and internal teams for timely resolution.
* Service Monitoring:Monitor and track the progress of workflows (joiner, leaver, refresh, advanced exchange) to ensure requests are fulfilled correctly and on time.
Service Monitoring:Monitor and track the progress of workflows (joiner, leaver, refresh, advanced exchange) to ensure requests are fulfilled correctly and on time.
* Performance Metrics:Track SLAs/KPIs and identify any service gaps that need to be addressed.
Performance Metrics:Track SLAs/KPIs and identify any service gaps that need to be addressed.
* Process Improvement:Serve as the bridge between customers and our internal teams, providing valuable insights and feedback to enhance workflows and service quality.
Process Improvement:Serve as the bridge between customers and our internal teams, providing valuable insights and feedback to enhance workflows and service quality.
Required Qualifications
* Experience:At least 3 years of experience as a Service Delivery Manager, Customer Success Manager, or a similar client-facing role in IT services or enterprise technology.
Experience:At least 3 years of experience as a Service Delivery Manager, Customer Success Manager, or a similar client-facing role in IT services or enterprise technology.
* Language Skills:Well-spoken and well-written English is required.Spanish-speaking proficiency is a strong plus.
Language Skills:Well-spoken and well-written English is required.Spanish-speaking proficiency is a strong plus.
* Technical Acumen:Strong background in customer relationship management and issue resolution, with a familiarity with ServiceNow or other IT service management platforms.
Technical Acumen:Strong background in customer relationship management and issue resolution, with a familiarity with ServiceNow or other IT service management platforms.
* Collaboration:Proven ability to coordinate across distributed teams and global stakeholders.
Collaboration:Proven ability to coordinate across distributed teams and global stakeholders.
* Problem-Solving:Excellent communication and problem-solving skills with a proactive approach to issue management.
Problem-Solving:Excellent communication and problem-solving skills with a proactive approach to issue management.
What We Offer
* Impact:A fully remote role with regional ownership and visibility in a global program.
Impact:A fully remote role with regional ownership and visibility in a global program.
* Environment:A collaborative, customer-centric work environment.
Environment:A collaborative, customer-centric work environment.
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
At R27,750/month, this role is on par with the average South African remote salary. The USD equivalent ($1,500/mo) benefits from the favourable exchange rate.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
About Somewhere
Somewhere is a company in the Recruitment & Staffing industry that hires remote workers from South Africa. They currently have 614 open positions on Hirezar. View all Somewhere jobs →