Hospitality

Service Delivery Manager

Heunets·Remote, nigeria·Full Time·Remote
HospitalitymanagerFull TimeRemote
-Closes Dec 10, 2026

We are seeking a highly organized and results-driven Service Delivery Managerto lead the execution and continuous improvement of our service delivery operations. The successful candidate will be responsible for ensuring exceptional service performance, driving SLA compliance, managing client relationships, and leading cross-functional teams to deliver outstanding outcomes.

This role plays a critical part in ensuring seamless coordination between clients, vendors, internal teams, and operational stakeholders while maintaining high standards of service quality, efficiency, and customer satisfaction.

What You'll Do

Service Delivery Leadership

Oversee end-to-end service delivery across multiple client engagements.

Ensure timely and successful fulfilment of service requests and operational commitments.

Lead and support Service Delivery Coordinators and operational teams.

Establish and maintain service delivery best practices and standards.

Client & Stakeholder Management

Serve as the primary point of escalation for delivery-related matters.

Build strong, long-term relationships with clients and key stakeholders.

Conduct service review meetings and provide performance updates.

Proactively manage risks, expectations, and service improvements.

Operational Excellence

Monitor service performance, SLA compliance, and delivery quality.

Identify operational bottlenecks and implement corrective actions.

Drive continuous improvement initiatives to enhance efficiency and scalability.

Ensure accurate tracking and reporting within CRM and operational systems.

Team Leadership

Coach, mentor, and develop team members.

Foster a culture of accountability, collaboration, and high performance.

Support workforce planning, performance management, and talent development.

Reporting & Analytics

Analyze delivery metrics and performance data.

Provide leadership with actionable insights and recommendations.

Track service KPIs, customer satisfaction, and operational health indicators.

Required Qualifications

Bachelor's degree in Business Administration, Operations, Information Technology, Human Resources, or a related field.

Minimum of 5 years' experience in Service Delivery, Operations Management, Managed Services, Staffing Operations, or a similar environment.

Proven experience managing client relationships and service-level agreements (SLAs).

Experience leading teams and driving operational performance.

Strong project coordination and stakeholder management skills.

Preferred Qualifications

ITIL Foundation Certification.

PMP, PRINCE2, Agile, or Lean Six Sigma certification.

Experience working with CRM platforms, Dynamics 365, or service management tools.

Key Skills

Service Delivery Management

Client Relationship Management

SLA Governance

Team Leadership

Operational Excellence

Process Improvement

Risk Management

Performance Analytics

Cross-Functional Collaboration

Communication & Stakeholder Management

Why Join Us?

Opportunity to lead and shape service delivery operations in a growing organization.

Work remotely with a collaborative and high-performing team.

Career growth opportunities in operations and service management leadership.

Competitive compensation and development opportunities.

Culture focused on innovation, accountability, and continuous improvement.

Success in This Role Means

Consistently achieving service delivery and SLA targets.

Maintaining high levels of client satisfaction.

Building a high-performing service delivery team.

Driving operational efficiencies and continuous improvement initiatives.

Contributing to business growth through exceptional service execution.

Ready to make an impact? Apply today and help us deliver exceptional service experiences that drive client success.

Originally posted on Himalayas

Apply Now

At a glance

Company

Heunets

Location

Remote, nigeria

Employment

Full Time

Work style

Remote

Experience

manager

Valid until

December 10, 2026

Created

October 12, 2026

More opportunities

Similar roles you might like

It User Support Team Lead

HBM Nigeria Plc (Formerly Lafarge)

Nigeria, nigeria

full-time

Job Description The IT Regional Support Manager is responsible for delivering high-quality end-user IT support across assigned locations, ensuring reliable IT operations and an excellent user experience. The role provides regional leadership and oversight of IT support services, infrastructure, service levels, and technical teams, while ensuring IT priorities remain aligned with business needs. The role leads a diverse support team, drives service excellence and continuous improvement, and coordinates the delivery of IT services across multiple sites. What you'll be doing Implement regional support strategies to meet the unique needs of end users across the region Coordinate infrastructure maintenance activities in server rooms, ensuring that all regional sites meet operational and safety standards. Ensuring incidents are resolved on time and with excellent quality. Ensure the appropriate level of communication with the users. Respect the Service Level commitment expected by the user Additionally, the IT End User Support (EUS) Lead manages the local IT equipment (databases, servers, network), not in control of the Global I&O teams. General: Prepare and distribute communications to the end users and other IT departments. Drive and enforce the implementation of the security, internal control and standardization principles defined by the group and regional teams. Create and execute a comprehensive IT support strategy aligned with the organization's overall business objectives for the region. Supervise IT support operations, including incident management, problem management, and service request fulfillment for the region Oversee the execution of regional disaster recovery and business continuity plans, ensuring readiness and compliance for all facilities in the plant and across depots Supervise regional IT infrastructure and specific local applications, ensuring stability, scalability, and efficiency. Oversee the management of suppliers, optimizing their performance and cost-effectiveness through strategic service agreements that align with organizational goals. Coach, develop and motivate employees within their own area of responsibility and create a work environment that retains the key personnel required to deliver value added innovative IT services across the business. Foster relationships with key stakeholders in the region, gathering feedback and addressing concerns to improve IT service delivery continuously. Define and Implement service enhancements that will improve the reliability, usability, security, supportability and performance of the desktop environment. Facilitate the cross functional work between the I&O (infrastructure and operations)operating areas. Conduct regular assessments of network performance and resolve any regional internet service issues promptly, collaborating with network teams and service providers. To lead and manage the implementation of new processes, systems, changes or updates/upgrades ensuring alignment with business objectives and timely delivery Oversee the efficient transfer of delivered services into the operational organization, ensuring long-term sustainability and support. Manage and Ensure Improvements to existing IT infrastructure and services as appropriate. Manage Administration of local infrastructure not managed by Global I&O teams. Monitor the local applications environment. Maintain a comprehensive inventory (Asset Register) of all hardware deployed in the region within a set of standards. Follow up on discrepancies and updates of software and licenses in line with the IT software inventory in order to correct irregularities. Manage the deployment & service of Video Conferencing, projection equipment, and other IT-related tools critical to business operations. Establish and maintain IT tools and systems, including IT service management software, monitoring tools, and collaboration platforms for the region Regularly monitor and report IT performance to stakeholders, including customers, management, and IT teams in the region Manage the deployment, redeployment and lifecycle of IT equipment ensuring efficient utilization and maintenance. Implement and monitor preventive maintenance activities for all IT assets to minimize downtime and extend lifecycle value across the region Implement and oversee change management processes to minimize risk associated with IT changes Manage the update, support and administration of the Anti-Virus Software and other software as directed by HBM Nigeria Group IT. Collaborate with EUS coordinator/Service Delivery Manager to coordinate end user training. Service Desk: Classify and prioritize requests and incidents. Oversee the handling of support tickets, ensuring timely resolution. Ensure the coordination of 1st, 2nd and 3rd level support. Ensure that all calls logged on the service desk are closed timely according to the agreed Service Level Agreements. Plan, monitor and optimize the plant service desk activities and resources. Respond to inquiries and provide basic training to users in the proper use of hardware and software. Supervise IT Support Technicians on Standby. Monitor and escalate user's requests according to relevant SLA. Ensure that Service Desk requests are updated with all support actions taken, and to be taken,until its successful completion. Ensure compliance of plant service desk activities with HBM Nigeria policies. Manage the required IT equipment boot stock levels for certain key IT equipment to limit the amount of downtime for users and plants. Work proactively on root cause analysis, problem solving and standard operating procedures creation. Identify areas for improvement in the region and implement changes to enhance the region's IT support processes and service delivery. Assist in the deployment, testing, and support of enterprise IT projects (e.g., software roll outs, network upgrades, security enhancements). Monitor and respond to security alerts and incidents Provide end-user training sessions or materials to promote best practices in system use and cybersecurity awareness. Support user onboarding/offboarding, including device and access provisioning. IT Procurement: Comply with the HBM Nigeria Standard procurement process. Ensure that the IT users in the plant are supplied with the required computer equipment, as approved by HBM IT in order to perform their duties. Implement, maintain and manage policies that prescribe how PC's and servers must be installed based on standard settings and software. Ensure that all associated filing & scanning is complete in terms of orders, quotations, proof of delivery and the associated invoice/s for all IT deliveries in the plant. Maintain relationships with IT vendors, ensuring effective service delivery and issue resolution in the Region. Collaborate with procurement and finance teams to manage contracts, vendor performance, and align spending with business goals. Budget and Financial Management: Develop and manage the regional IT budget, ensuring cost-effective resource allocation and expense control. Analyze financial performance and propose strategies to optimize IT service delivery costs. Requirements Graduate Degree in Business or Management, Computer Science, Engineering or related discipline with an IT focus Certifications: ITIL; CoBIT, Cisco and Microsoft Certifications (CCNA, CCNP, MCSE, SQL), DB administration, Linux/UNIX OS, virtualization, Service Desk Management and Project Management are a plus Understanding of IT services, technology and solutions. End User services experience. Work experience in a related industry setting (cement, aggregate, ready-mix) is a plus. Benefits Your HBM Nigeria Experience: At HBM Nigeria, there is endless opportunity for you to play your part. Whether you're in a technical, managerial, or frontline role, you can shape a career that works for you. With us you'll have the chance to embrace the passion we share for our planet. You'll be encouraged to seek out diverse perspectives, share your ideas and build the skills and connections you need to perform at your best. Because it's only when we work together in a culture where everyone thrives that we can build the world we all want to live in.

4 days ago

Field Specialist And Maintenance Technician Trainees

SLB

Rivers, nigeria

full-time

Field Specialist Trainee The Field Specialist Trainee receives intensive training in troubleshooting, technical procedures, safety, and client interaction. Responsibilities and skill development vary widely but consist of both formal technical training courses and hands-on experience. Responsibilities Ensure job deliverables are accurate and delivered on time. Execute service delivery to the customer. Participate in job risk analysis and continual improvement programs. Participate in Service Quality Meetings with customers and improve performance using action plans. Participate in HSE and Quality initiatives. Observe company HSE policies. Maintain the required safety training. Provide support to the Job Delivery Lead and Service Delivery Managers. Requirements HND in engineering or equivalent. Must have completed NYSC Fresh graduates are welcome to apply. Solid hands-on electronics or mechanical background essential. Able to comply with company policies including Personnel, Quality System and Health, Safety and Environment (QHSE) standards and procedures. Client, Service Quality and Performance focused. Ability to learn quickly and translate learning into practical solutions. Strong problem-solving skills Strong interpersonal skills with well-developed verbal and written communication skills. Excellent computer skills. Ability to work under pressure and work effectively in teams. Maintenance Technician Trainee Maintenance Technicians support our teams in the field ensuring the tools and services at the wellsite can perform in ever more complex, extreme environments. The Maintenance Trainee is responsible for following the trainee technical package ensuring that their assigned equipment is maintained as per Product Line Standards and according to the latest specifications. Responsibilities Ensure all assigned equipment is continually maintained at the highest standards, resulting in proper functionality. Execute the company's Maintenance Strategy Comply with Technology Lifecycle Management (TLM) standards Responsible for supporting Continuous Improvement culture, initiatives and executing remedial work plans within location Responsible for implementing reliability practices Utilize maintenance business systems to reach full cost, time and equipment traceability for maintenance performance Comply with Service Quality, HSE and IT standards and policies Follows the assigned fixed-step training program. Requirements HND in engineering or equivalent. Must have completed NYSC Fresh graduates are welcome to apply. Solid hands-on electronics and mechanical background essential coupled with strong analytical skills. Ability to learn quickly and translate the learning into practical solutions. Strong Commitment to QHSE. Good computer skills. Ability to work effectively in teams. Good interpersonal skills. Ability to use own initiative and committed to continuous improvement. Highly self-motivated. Ability to follow procedures and understand engineering and/or electrical drawings.

3 months ago