Service Delivery Manager – Botswana Power Corporation

Corporate Finance
Job Purpose

​To plan, organise, coordinate and manage the cost effective provision of Property, Fleet and Administration Services.

Facilities size – The job holder leads Service Delivery management for an organization with > 600 employees.

Team size – The job holder manages >25 supervisors and facilities staff.

Supplier management – When dealing with suppliers and third-party providers, the job holder builds, monitors negotiates and manages large and/or complex Service Delivery related contracts.

Principal Accountabilities/Responsibilities


Takes responsibility for delivering a prescribed budget for own area of the organization and/or conducts complex analyses on budget progress in other areas while working within established systems.

Helps managements to implement quality assurance change initiatives and/or make continuous operational improvements.
Delivers prescribed outcomes for area of responsibility by improving and/or working within established procurement procedures.


Safety, Health and Environment
Delivers routine support services to others by using the organization’s safety, health and environment systems and protocols.

Project Management
Manages and delivers required outcomes for a portfolio of projects while reporting to senior colleagues.

Performance Management
Takes responsibility for implementing and coordinating performance management systems for a substantial department within the organization.


Improvement / Innovation
Identifies shortcomings in existing processes, systems and procedures, then uses established change management programs to deliver prescribed outcomes and/or provide support services.

Data Management
Manages the development and/or operation of significant aspects of the data management system with guidance from senior colleagues.

Contract Management
Manages and delivers required outcomes for a portfolio of contracts and negotiates service level agreements while planning, coordinating and supervising activities related to major contracts.


Identifies shortcomings, suggests improvements and implements approved revisions to current compliance processes, systems and procedures within assigned unit and/or discipline.

Policy Development & Implementation
Develops policies & procedures for area of expertise with guidance from senior colleagues, then monitors implementation of those procedures within the organization.

Client & Customer Management (External)
Manages important client relationships with guidance from senior colleagues or oversees relationship management with a group of more transactional clients and customers.


Client & Customer Management (Internal)
Manage relationships with important internal customers and act as their business partner, while taking guidance from senior colleagues.
External Communications
Executes a communications plan by working within established communication systems and procedures.

Manages and delivers require service levels for a portfolio of facilities services while reporting to more senior colleagues.

Leadership and Direction
Manages output delivery for a substantial operational department by leading others.


Operational Management
Manages a significant operational area for the organization.


​A recognised University Degree in Business Administration or Equivalent. Sound knowledge of Project Management and Contract Management.


Work Experience
At least 6 years post qualification experience, 3 of which must have been at management level.


Managerial Experience
At least 3 years at Management level.​

Behavioral Competencies (Skills)

People Development
Builds capability of others by teaching, coaching and/or mentoring them to do an excellent job for the long-term. Specifically, coaches; for example, taking personal ownership for developing people.

Organizational Systems Thinking
Considers and addresses the organization as a set of interacting systems so as to structure and align organizational ways of working to the strategy or organizational purpose. This is about changing structure, systems, processes (the ‘plumbing’ of the organization) – it is not the interpersonal aspects of leading change. Specifically, identifies areas for change; for example, diagnosing misalignment between the organizational structure or model and the desired outcomes.


Acts proactively to avoid problems or identifies and takes advantage of opportunities. Specifically, takes action for mid-term gain; for example, acting now to take advantage of opportunities that will pay off in the mid-term.
Cross Functional Perspective
Demonstrates knowledge of different functions and business units and how various roles across these areas interact. Understands the needs, metrics, incentives and deliverables of other functions and business units and overall organizational governance. Specifically, understands impact of team’s work; for example, understanding how the proposed project or decision will impact other teams and units and their needs, perspectives or metrics.

Business Perspective
Has an understanding of the business context in which they are operating that informs planning and decision making. Specifically, understands and acts on market trends; for example, is aware of emerging competitors or context risks and takes action.


Impact through Influence
Engages with others, getting buy-in to deliver results and skillfully influencing to build support. Specifically, uses indirect influence; for example, plan-fully using an influential third party to accomplish a particular result.

Understanding Others
Takes an active interest in other people. Seeks to understand their individual perspectives and concerns and accurately hears the unspoken or partly expressed thoughts, feelings and concerns of others. Specifically, makes inferences; for example, accurately predicting how someone will respond.

Team Leadership
Builds a high performing team by ensuring that the team is focused, motivated and inspired to achieve team objectives. Specifically, sets team direction; for example, communicating and sustaining a clear sense of purpose for the team.


Collaborative Influence
Win the hearts and minds of others across boundary collaborations and to do the right thing, regardless of formal authority. Specifically, creates cross-boundary collaboration; for example, securing organizational support to enable collaborative working between teams/functions.

Information Seeking
A desire to know more and seek information to inform decisions. Specifically, researches; for example, conducting debriefs following completed projects to understand what worked well and what did not.

Strategic Thinking
Focuses on the long-term business strategy and aligns their thinking and planning accordingly. Specifically, clarifies and refines the strategy; for example, translating the overall strategy into actionable local changes or innovations.


Holding People Accountable
Holds people accountable to standards of performance both in what and how they do it. Specifically, gives on-going corrective feedback; for example, making performance measures against goals openly available to everyone on the team (on a daily, weekly, or monthly basis).

Approach to Thinking
Thinks through situations of varying degrees of complexity and ambiguity, in order to understand them clearly. Specifically, innovates and generates new insights; for example, creating new ideas that are not obvious to others.

Attention to Detail
Manages, tracks and attends to multiple pieces of information, bringing order and clarity. Specifically, monitors data or projects; for example, monitoring progress of against milestones or deadlines.


Conceptual Thinking
Thinks through issues by seeing the pattern or big picture, brings facts and ideas together, and develops innovative or creative insights. Specifically, applies models or theories; for example, using a theory to help understand a situation.
Customer Focus
Identifies and meets the needs of internal and external customers, being continually focused on outcomes for customers. Specifically, is a customer champion; for example, becoming a trusted advisor in the customer’s decision-making process.
Technical Competencies (Skills)

Risk Management
Identifies, assesses, prioritizes and manages risks in Service Delivery process without supervision and provides technical guidance when required.


Project Management
Works without supervision while providing technical guidance when required on managing projects and/or programs within desired cost, time and quality parameters.

Procurement Business Case Development
Uses comprehensive knowledge and skills to act independently while guiding and training others on developing business cases for the procurement of particular products and services.

Market Analysis
Uses comprehensive knowledge and skills to act independently while guiding and training others on researching, conducting benchmarks and recommending asset/investment strategies.

Managing Change
Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on maintaining high performance while applying a change mindset to the planning, execution and monitoring of business activities during times of change.


Contract Management
Uses comprehensive knowledge and skills to act independently while guiding and training others on monitoring and managing the provision of contracted services.

Commercial Acumen
Acts independently to apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training to others.

Uses comprehensive knowledge and skills to negotiate independently while providing guidance and training to others on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.

Data Collection and analysis
Works independently and provides guidance and training to others on analyzing data trends for use in reports to help guide decision making.

Policy and Regulation
Works independently and provides guidance and training to others while interpreting and applying comprehensive knowledge of applicable laws, regulations and policies in area of expertise.


Review and Reporting
Applies comprehensive knowledge and skills to work independently while providing guidance and training to others on reviewing and creating relevant, lucid and effective reports.

Action Planning
Applies expertise to act as the organizational authority on developing appropriate plans or performing necessary actions based on recommendations and requirements.

Costing and Budgeting
Uses comprehensive knowledge and skills to work independently on costing, budgeting and finance tasks while providing guidance and training to others.


Planning and Organizing
Uses expertise to act as organizational authority on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.

Policy and procedures
Uses expertise to act as the organizational authority on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.
General Education



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