Service Delivery Manager I

1 month ago

Midrand, South Africa IOCO Full time

Yearning for More in Your Career? iOCO Infrastructure Services Invites You to Explore Possibilities.

We are seeking a Service Delivery Manager, who will lead the charge in ensuring seamless service delivery, managing cross-functional teams, and exceeding client expectations. With a focus on operational efficiency and customer satisfaction, you’ll be at the heart of transforming challenges into opportunities for success.

What you’ll do:

  • One of the primary responsibilities of a service delivery manager is to manage the delivery of services to This includes ensuring that services are delivered on time, within budget, and to the desired level of quality.
  • SDM is also responsible for identifying and resolving any issues that arise during service delivery, including customer complaints, delays, or quality concerns.
  • He/she also has the responsibility to manage and lead a team of service delivery staff. This includes overseeing the hiring and training of staff, as well as providing ongoing support and guidance to help them achieve their goals.
  • The manager must also ensure that staff are adhering to company policies and procedures and that they are working together effectively to deliver services.
  • Another critical responsibility of an SDM is to coordinate with other departments within the organization to resolve service-related issues. The SDM must work closely with IT teams, engineering teams, and other support staff to ensure that services are delivered effectively and efficiently. This involves identifying potential issues and proactively working to resolve them before they impact the quality of service provided to clients.
  • SDM is also responsible for monitoring service level agreements (SLAs). SLAs define the level of service that clients expect and are entitled to receive. The SDM must ensure that these agreements are met, and if they are not, work with the relevant teams to make necessary improvements to service delivery.

Your expertise:

  • A high degree of professional ethics, integrity, and interpersonal and communication
  • Ensure employees move in the same strategic direction to achieve their
  • Oversee and develop a team of multi-skilled individuals setting clear expectations, empowering and mentoring employees, fostering a positive work environment, ensuring continuous improvement, and aligning performance with business goals and leadership values.
  • Excellent judgment, analytical skills, strong leadership, and influencing skills.
  • Maintaining delivery of excellent client
  • Customer service is the ability to listen to customers and solve their
  • Problem-solving refers to finding effective solutions to an

Qualifications required:

  • Grade 12, Matric or N3
  • A+/ N+
  • MCSA/ MCSE
  • Soft Skills
  • ITIL
  • Qualifications preferred:   
    • Client Support
    • Change Management
    • Service Desk

Other information applicable to the opportunity:

  • Permanent Position
  • Location: Midrand 
  • Work environment: Hybrid – Client visits and meetings that might occur
  • Physical Demands: Sitting, walking, standing, driving.
  • Travel: Own a vehicle and valid driver’s license to travel to work and back or a reliable transport system to be on time for work.

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

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