IT Service Delivery Manager

2 weeks ago

Durbanville, South Africa Fibre Geeks Full time

Role Overview

The Service Delivery Manager is responsible for ensuring Fibre Geeks’ customers receive consistent, reliable, and high-quality services across all fibre and related solutions. This role combines people management, process oversight, and customer relationship management to ensure that SLAs are met, support operations run smoothly, and clients experience seamless service delivery. The Service Delivery Manager acts as a bridge between customers, support staff, and technical teams.

Key Responsibilities
- Oversee the day-to-day activities of the service delivery team, ensuring responsiveness and accountability.
- Ensure customer service levels (SLAs) are met and continuously monitored.
- Manage escalations, working with support staff, technical teams, and management to resolve issues quickly.
- Implement and enforce clear communication and absence reporting procedures within the team.
- Supervise and mentor staff (e.g., customer support representatives, service coordinators), ensuring duties are carried out effectively.
- Analyse ticket queues and performance data, identifying bottlenecks and driving improvements.
- Act as the main point of contact for key clients on service-related matters, fostering positive relationships.
- Work closely with operations, projects, and network engineering teams to ensure seamless delivery of new services and upgrades.
- Report regularly to senior management on service performance, challenges, and corrective actions.
- Champion a culture of customer-first service, accountability, and professionalism across the department.

**Requirements**:

- Proven experience in service delivery management, operations, or client support within the ISP, telecoms, or IT sector.
- Strong leadership and supervisory experience with the ability to manage teams effectively.
- Excellent customer service and relationship management skills.
- Good understanding of fibre networks, ISPs, and service delivery processes. (Advantageous)
- Strong problem-solving, conflict resolution, and decision-making skills.
- Ability to enforce performance standards and hold staff accountable.
- Excellent written and verbal communication.
- Organisational skills with the ability to manage multiple priorities under pressure.

**Job Types**: Full-time, Learnership

Pay: R30 000,00 - R35 000,00 per month

Work Location: In person

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