TydeCo is seeking an experienced Senior Manager of Client Services to lead HRP, ERP, client training and integration service delivery across the UK, Africa, and the Middle East (EMEA). This is a strategic, high-impact role for a leader who excels at enterprise-level client management, escalations, and operational oversight, ensuring consistency, quality, and efficiency across multiple service lines.
The Senior Manager will manage a team responsible for delivering ERP, HRP, client training, integration services, focusing on process excellence, client satisfaction, and enterprise outcomes. This person will work closely with global leadership, overseeing regional operations while enabling their team to leverage technical expertise without requiring deep hands-on system knowledge themselves.
This is an ideal role for a seasoned services leader with experience managing enterprise clients, cross-regional teams, and complex service delivery environments.
As a platinum Sage partner, TydeCo U and our partner entity TydeCo PTY LTD. specialize in delivering cutting-edge ERP and HRP solutions such as Sage 300 Cloud and Sage Intacct. We also offer Outsourced Accounting solutions to help clients streamline financial operations and scale with confidence. Our dedication to innovation, excellence, and client success ensures businesses not only adopt our solutions but thrive in competitive markets. If you're ready to lead in a fast-paced, high-impact environment, we invite you to be part of our journey.
This position will report to the Executive Director of Client Services. This position can be remote within Cape Town, with the ability to work from our TydeCo office as required. Alternatively, it can be based remotely in the Gauteng province, with the flexibility to travel to the Cape Town office as required.
Key Responsibilities
Global Support
- This role operates within a global framework, requiring availability to support teams and meet deadlines across different time zones with international partners.
- Lead and manage Client Services operations across South Africa and the UKIA region.
- Act as the regional anchor for operations spanning UK, Africa, and the Middle East, ensuring consistent service delivery
- Support the Executive Director in implementing global client service strategies.
- Align regional operations with business objectives, driving client satisfaction, retention, and revenue growth.
- Participate in global leadership meetings and virtual collaboration across time zones.
Regional Leadership & Strategy
- Lead and manage enterprise client services across UKIA, ensuring seamless delivery of ERP, HRP, client training, and integration projects.
- Serve as the regional operational anchor, aligning South Africa-based operations with UK, Africa, and Middle East priorities.
- Implement and execute global client service strategies at the regional level.
- Establish regional KPIs and performance metrics for service quality, client satisfaction, and operational efficiency.
- Participate in global leadership forums, ensuring the regional perspective informs enterprise strategy.
Client Services Oversight
- Oversee HRP, ERP, client training, and integration teams, ensuring enterprise projects and client engagements are delivered on-time, within scope, and aligned to client expectations.
- Drive operational efficiency, standardization, and process improvements across the region.
- Support your teams in managing complex enterprise deals, escalations, and high-value clients.
- Monitor client satisfaction and implement proactive measures to address potential issues or risks.
Client Engagement & Escalation Management
- Serve as the executive sponsor for key clients in the region.
- Own escalations for enterprise-level service issues, ensuring swift resolution and maintaining client trust.
- Collaborate with account managers, project leads, and operations teams to deliver a client-first approach.
- Enable your teams to act on technical or system-specific issues while you focus on strategic resolution and client outcomes.
Client Engagement & Project Contribution
- Maintain minimum billable hours as defined by leadership.
- Provide strategic recommendations to improve clients’ HR and payroll efficiency.
- Collaborate with sales/account management teams to align deliverables with scope and client expectations.
- Identify service expansion opportunities and areas of client value.
Team Leadership & Development
- Mentor, coach, and grow a high-performing, multi-discipline services team.
- Establish clear roles, responsibilities, and accountability structures.
- Drive succession planning, performance reviews, and career development initiatives.
- Foster a collaborative, client-centric culture across teams in multiple countries.
Financial & Operational Oversight
- Support budgeting, forecasting, and regional service performance.
- Monitor operational metrics, resource allocation, and project profitability.
- Partner with executive leadership to optimize processes, systems, and resource utilization for maximum efficiency.
Innovation & Change
- Lead change initiatives across ERP, HRP, client training and integration services, ensuring smooth adoption of new processes and operational improvements.
- Stay informed of emerging industry trends, best practices, and enterprise service delivery innovations.
- Collaborate with process and system owners (e.g., HRP, ERP and Client Training, Integration specialists) to enable efficient operations without requiring direct technical expertise.
Key Attributes
- Strategic Leadership: Ability to lead complex, multi-country service operations and influence global strategy.
- Enterprise Client Focus: Skilled at managing high-value clients, escalations, and enterprise engagements.
- Operational Excellence: Experienced in process optimization, resource management, and scaling teams across regions.
- Global Perspective: Comfortable operating across multiple countries and cultures with regional accountability.
- Change Agent: Drives improvements and operational innovation across services without being software-specific.
- Collaborative & Influential: Can effectively align teams, clients, and executives to achieve business outcomes.