Service Delivery Manager / Operations Manager

  • Herbert Macaulay Way, Lagos, Nigeria
  • Full-time

Company Description

At Rovedana, we believe that Outsourcing can be better delivered in a seamless way and with a human face. Our mission is to deliver that, using Technology, in Africa. 

Job Description

 Organizational responsibilities:

  • Ensuring client satisfaction across all Rovedana’s product or service

    • Understanding the needs and requirements of the customer, and moving to meet those needs proactively

    • Directing and controlling the fulfillment of orders, fielding customer inquiries and resolving customer complaints

    • Planning, executing and finalizing projects according to deadlines and budgets

    • To actively contribute to the growth of existing clients and the generation of new business with measurable outcome

  • Managing team of  Client Service Managers

    • Training and development of Client Service team in terms of technical knowledge and corporate etiquettes

    • Provide guidance and support to team

    • Work allocation and streamlining business operations to optimize usage of business resources

    • Monitor and evaluate Client Service team

    • Take part in the policy formulation of the company, especially as it affects the area of service delivery

    • Solely in charge of delivery service planning but subject to evaluation and approval

    • Ensure that policies and plans formulated are in line with the organization’s goals

    • Ensure that policies formulated are fully implemented to achieve policy objectives

    • Assist in hiring and training the members of the service delivery team

    • Educate the members of the service delivery team on new policy plans and implication on service delivery

    • Assess the individual and collective performance of the team members

    • Recommend team members for reward, which could be praise, financial, or material incentive or promotion

    • Organize and head meetings with the service delivery team

    • Prepare periodic reports and present such reports to the senior management

    • Make recommendations for policy or technological change

    • Collate data and information on client satisfaction, inquiry, and complaint

    • Develop new strategies to maintain or improve on the quality of service delivery

    • Develop strategies to increase profit and minimize cost incurred on service delivery

    • Carry out research regularly and attend seminars to learn improved service delivery procedures and processes.


  • Operational Capability with exposure to management consulting in 3 years

  • Good leadership skills

  • Excellent interpersonal and communication skills

  • Good problem-solving and analytical skills

  • Detail oriented and diligent

  • Entrepreneurial by nature with a strong sense of ownership

  • Excellent knowledge of Google Docs

Additional Information

Our Creed: 

We will never stop learning. We won’t just work on things that are assigned to me. I know there’s no such thing as a status quo. I will build our business sustainably through passionate and loyal customers. We will never pass up an opportunity to help out a colleague, and we’ll remember the days before I knew everything. We are more motivated by impact than money. We will communicate as much as possible, because it’s the oxygen of a distributed company. We are in a marathon, not a sprint, and no matter how far away the goal is, the only way to get there is by putting one foot in front of another every day. Given time, there is no problem that’s insurmountable.