{"id":158166,"url":"https://alion.io/job/apex-group-service-delivery-manager","title":"Service Delivery Manager","company":{"id":7414,"name":"Apex Group","domain":"apexgroup.com","url":"https://alion.io/company/apex-group-ltd","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":68,"open_postings":386,"ghost_share":0.534,"stale_share":0,"repost_share":0.003,"time_to_fill_p50_days":26,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":79000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":955},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LISP","optional":false}],"status":"live","first_seen_at":"2025-03-14T00:00:00Z","employer_posted_date":"2025-03-14","last_verified_at":"2026-10-31T02:45:27Z","board_verified":true,"closed_at":null,"days_open":596,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":594},"description":"The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.\nOur business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.\nThat’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.\nTake the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.\nFor our business, for clients, and for you\nJob Description\nSummary of the position\nThe Service Delivery Manager role entails the management and support functions related to the service delivery to clients. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients on all service delivery queries as well as systems user support.\nThe department is also responsible for the provision and support of all overnight and month-end reporting provided to clients.\nThe Service Delivery Manager is both Apex’s operational champion in the client environment and the client’s operational champion within the Apex environment.\nThis role is extremely varied and will be expected to manage a variety of enquiries and deliverables. The role is to ensure that all interactions with the client are handled in a timeous manner and with a quality of response that continually exceeds the client’s expectations.\nThe Service Delivery Team will consist of broad number of skillsets - with a varied skills and skill levels to ensure that all required functions and activity can be performed.\nOutline of main duties and responsibilities\nThe Service Delivery Manager will be expected to:\nManaging client requests and open items specifically related to service delivery or existing Service Level Agreements through to resolution, in so doing actively project manage client requirements.\nProvide first line support to clients on operational and reporting matters and queries, including the investigation and resolution of queries with limited need for support from other operational departments.\nProvide first line support to clients on system related matters and queries, specifically Tube and Mainstream user support, including the investigation and resolution of queries with limited support from other operational departments.\nInvestigating and resolving client, investor and internal queries efficiently and on a timely basis - issue resolution such as P&L calculations and incident review and monitoring.\nAnalysis, documentation, testing and implementation of changes to business processes, business requirements, reporting, correspondence, tax certificates, SARS tax files and legislative changes (identifyingrisks, process inefficiencies and suggesting opportunities for automation);\nMonitoring to ensure the accurate delivery of investor correspondence, tax certificates.\nOwnership of Tax Services which includes the provision of DWT, IT3BC, FATCA CRS, SARS Submissions and Reconciliation\nThe individual is responsible to ensure that tasks performed are executed efficiently, accurately and within deadlines;\nConfigure, troubleshoot and maintain application systems;\nSupport and manage the project and the on-boarding and migration of new clients\nTake full ownership of all client matters and queries through to resolution ensuring that escalated client queries are thoroughly investigated and resolved by Apex’s Operational teams;\nImplementing efficiencies through increased automation and synergies across the various products;\nDevelop and foster a strong operational relationship with all clients, and provide operational guidance and training to clients as and when required;\nManage the incident report process through to remediation, providing the findings to the relevant Fund Services departments to implement corrective actions;\nManage and produce the monthly TA KPI client report packs and client billing;\nMaintain, with guidance from the Operational teams, the client SLA;\nParticipate in cross-training and knowledge sharing within the department;\nDeliver high standards of service quality to external clients in accordance with agreed Service Level Agreements.\nSkills and experience required\nA minimum of 4 years work experience in this sector,\nA relevant tertiary qualification would be advantageous;\nKnowledge of the applicable LISP and CIS legislative environment\nExcellent communication and client services skills (both written and verbal);\nAbility to work under pressure and meet deadlines;\nStrong business acumen with excellent numeracy and a logical and analytical approach;\nStrong technical knowledge of Apex’s Fund Admin functions and processes, and a good understanding of the upstream and downstream processes;\nThe ability to design new processes and conceptualise and assist in the development of systems to support those processes;\nSpecific knowledge and experience with the Oracle Flexcube and TCube administration system would be extremely advantageous\nExperience or qualification as a business or systems analyst role advantageous\nDisclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct souring model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.","description_format":"text","description_chars":5853,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Custody & Fund Administration"],"lifecycle":[{"event":"open","at":"2025-03-14T00:00:00Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.199,"p_room":0.28,"age_days":595,"expected_fill_days":26,"reasons":["conf:2","stale_co","velocity","ghost","win:tail","crowd:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/apex-group-service-delivery-manager","json_url":"https://alion.io/job/apex-group-service-delivery-manager.json","meta":{"generated_at":"2026-10-31T04:44:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6570,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7414},"rest":"https://alion.io/mcp/rest/get_company?id=7414"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fapex-group-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fapex-group-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fapex-group-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/apex-group-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fapex-group-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":158166}},{"tool":"search_jobs","arguments":{"company":"apexgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":158166},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}