Sybrin · 1 month ago
Service Delivery Executive (Hybrid)
United States
Full-time
Hybrid
Senior LevelSybrin is a leading IT software development company specializing in innovative solutions for various sectors. The Service Delivery Executive will be responsible for standardizing and optimizing service delivery processes, enhancing client satisfaction, and ensuring profitability while leading a team of Service Delivery Managers.
BankingFinancial ServicesInformation TechnologySoftware
Responsibilities
Defining and embedding the Sybrin Service Delivery Framework and ensuring uniformity/standardization across all regions/territories under “One Sybrin”. This relates to all processes, procedures, ways of work, capacity planning, training, risk management, documentation, and reporting standards, including, but not limited to:
Providing the tools/templates for Service Delivery Managers to effectively capture timesheets, manage incidents, and audit their level of service under SLAs, and make the data available to you the SDE for analysis and reporting purposes
Defining client engagement models – client feedback scoring, service calls, incident management & reporting, escalations, etc
Embedding Quality Control by establishing and enforcing quality standards and best practices for service delivery. Conducting regular reviews and assessments to ensure compliance with quality requirements and continuous improvement
Project to Support engagement model – gatekeeper to ensure that SD does NOT inherit poor quality, instability or absence of any of the documented Best Practices (indexes, archiving, duplicate prevention, etc.)
Establishing programs to identify and prioritize what client solutions require retrospective modifications due to a lack of best practices or instability concerns
Lead Risk Management: Identify potential risks and issues proactively, developing risk mitigation strategies and contingency plans to minimize impact on SLA penalties and the like
Facilitate Capacity requirements planning and pooling across Regions
Work closely with the Project Delivery Executive to agree on whether Projects or Service Delivery will attend to corrective work or Change Requests
Stay very close to all Client Contracts – working closely with Sybrin Legal department, to ensure consistency in areas affecting Service Delivery, implementing AI models to get reminders of contract expiries, and possible proactive renegotiation measures were pricing low or terms unfavourable
Manage the Sybrin HelpDesk relationship and keep them accountable
This relates to ensuring high levels of client satisfaction and retention by fostering a culture of client-centricity
Devising and implementing practical but reliable ways to accurately understand the current level of client satisfaction and what’s important to them (customer feedback), and implementing both proactive and corrective action to address. This, however, should not be at all costs:
Where the client is being unreasonable, then you need to support the appropriate level of push-back in a reasonable, assertive, and non-emotional manner, and get in front of the client where an escalation requires it
Where the cost to address the satisfaction of the client is material / prohibitive, then this should be highlighted to Exco to agree on the way forward
Outline proactive measures to prevent any dissatisfaction
Be available and smartly presentable for local and cross-border client visits where required, such as accompanying the COO on his Service Review visits
As a data driven organisation, Sybrin requires you to perform deep analytics on all the data that you have collated across the Service Delivery space through the processes and disciplines that you have put into place, and use that to draw meaningful insights, and produce high quality, accurate and informative Executive PowerPoint presentations/reports for Sybrin Town Hall, Exco, Board reports, etc
The reports per region will include, but not be limited to the following:
Timesheet quality & compliance
Incident Management resolution and SLA compliance
Compliance with the agreed process
Root Cause Analysis & corrective action
Client satisfaction scores
Billable Utilization
Profitability per client
Actual vs Budget for both CRs and SLAs Revenue
You will be required to identify trends in areas of improvement per Service Delivery Manager, and with corrective action recommendations
Actual vs Budget for both CRs and SLAs Revenue
You will be required to identify trends in areas of improvement per Service Delivery Manager, and with corrective action recommendations
This relates to identifying opportunities for cost optimization and revenue generation
To accurately calculate the current profitability of client SLAs and then identify and document all factors that are contributing to the non-optimal profitability, and provide a comprehensive report on what prioritized actions should be made to address them. These will include, but not necessarily be limited to the following:
Extraordinary effort provided to support a particular solution – this could be due to one or more of the following:
Doing SLA exclusion work/ doing the work of the client
Supporting a solution that can’t run without hand-holding due to instability, lack of best practices, and long-standing issues that were never resolved at a root cause level
Poor support staff allocated
Doing remedial work that could be addressed through AI
Using proactive tools, such as Vitals to prevent many incidents from arising
Non-optimal allocation of resources
Poor contracting terms on price/allowance for price increases, termination clauses, Sybrin responsibilities, SLA exclusions, unreasonably penalty clauses, etc
Addressing all of these should be exhausted before hiring additional staff for “vacancies”
This involves fostering a culture of collaboration, accountability, and continuous learning
You will draft the OKRs for Service Delivery Managers and work closely with the Regional Managers/Directors and COO to get these approved and adopted
Develop and empower the service delivery department through training, coaching, and professional development opportunities. Training courses are kept current and assigned to the required staff for completion
Work closely with finance and SDMs to rework Overtime / Standby compensation
Work closely with the COO to re-examine the SLA Pricing Matrix model
Contractors Management – work closely with HR and Service Delivery Managers to ensure Contractors are looked after but also held accountable
Qualification
Required
Bachelor of Science degree in IT, Engineering, Business Administration, or a related field
Proven track record of success in service delivery leadership roles, preferably within the IT software development industry
Strong leadership and management skills, with the ability to inspire, motivate, and empower teams to achieve goals and objectives
Excellent communication, negotiation, and stakeholder management skills, with the ability to build rapport and influence at all levels
Demonstrated experience in successful service delivery execution across different markets
Sound understanding of service delivery best practices, SLA contract requirements, and risks associated with non-compliance
Proficiency in service delivery software and tools like Microsoft Project, Jira, or Asana
Strong analytical and problem-solving abilities, with a strategic mindset and attention to detail
Should have a strong drive to establish root causes of issues and find lasting solutions
Good financial acumen to calculate gross and net profitability, etc
Strong Sybrin Knowledge – strategy/objectives, products, tools, client base, etc
Driven & Motivated / Self-Starter
A confident individual who is very comfortable in conversing/communicating at CXX / Exco / Senior Management level at both Sybrin and with Clients
A mature individual with a big picture mindset
Handles Conflict well
Is open to travel where required
Is Assertive
Is fair/reasonable/empathetic
Meets deadlines
Communicates well and concisely – both verbally and in writing
Manages expectations well
Can create high-quality modern reports in PowerPoint
Is someone who sees the value in exploring and implementing AI tools to optimize the SD space
Manages pressure well
Good attention to detail
A strategic thinker
Solution-oriented - Root Cause Centric
Can lead and manage
Empowers and upskills his potential successor
Organized and planful
Customer-Centric
Working knowledge of the principles in ISO 9001:2015 (Quality Management System), ISO/IEC 27001:2022 (Information security, cybersecurity, and privacy management System), ISO/IEC 27701:2019 (Privacy Information Management System), POPIA, and GDPR
Preferred
A Master's or Honours qualification would be an advantage
ITIL Service Delivery Manager Certification preferred
Company
Sybrin
Sybrin a global technology company providing payment & information processing solutions for clearing houses, commercial banks & corporates.
Founded in 1991
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-06-09Acquired
Recent News
2025-11-27
2025-11-19
Company data provided by crunchbase