Service Delivery Manager Cluster East Africa

Job description:
The Service Delivery Manager is charged with the responsibility of delivering high quality customer care service to the customers. These services are provided by the back office teams and include: documentation, D&D desk, and the agency counter. As part of driving for process improvement, the Service Delivery Manager is expected to work with other cross-functional teams with a goal of ensuring that all automatable processes are identified and automated, and processes within the service delivery scope are continuously improved in order to attain maturity. As the main customer of the shared service desk, the Service Delivery Manager is responsible for ensuring that the shared service desk offers the correct level of support per processes as has been agreed upon.
The scope of this role is all East Africa Cluster agencies (Kenya, Tanzania, Uganda, Rwanda, South Sudan & Burundi) and will report to the East Africa Customer Care Manager. The role will be based in Nairob...