Service Delivery Manager

3 days ago

Midrand, South Africa Fixed Mobile Telecoms Full time

We are looking for an experienced **Service Delivery Manager** to act as the key link between sales, support, vendors, and customers. The role focuses on driving **exceptional customer satisfaction** by ensuring service level agreements (SLAs) are met, service performance is clearly reported, and customer relationships are proactively managed. This position plays a critical role in service excellence, escalation management, and continuous service improvement.

Key Responsibilities
- Own and manage service delivery for key customer accounts
- Ensure SLAs, uptime, and performance metrics are achieved and reported accurately
- Produce clear daily, weekly, and monthly service reports with trend analysis
- Lead customer service review meetings and manage follow-ups and actions
- Manage customer and vendor escalations in collaboration with internal teams and the NOC
- Maintain accurate service documentation, site records, and SLA credit tracking
- Drive continuous service improvement and customer satisfaction initiatives
- Build strong, professional relationships with customers and internal stakeholders

Minimum Requirements
- Matric (essential)
- ITIL Service Management certification or equivalent
- 5+ years’ industry-relevant operational experience (telecommunications or IT services)
- 5+ years’ customer service or service delivery experience
- Strong understanding of SLA management and service reporting
- Advanced MS Office skills
- PowerBI
- Valid driver’s licence and own transport
- Excellent written and verbal communication skills in English
- Experience working with vendors and managing third-party SLAs

Advantageous
- Technical qualification in IT, networking, or systems

Pay: R40 000,00 - R60 000,00 per month

Application Question(s):

- Give a brief summary of your current SDM experience detailing level of customer engagement and accountabilities.

Work Location: In person

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