Job Description

Service Delivery Manager
2026-02-02 - 2026-02-27
Permanent
JHB001174
Telecommunications
Gauteng, Johannesburg
R 40 000 - R 50 000 Monthly Cost To Company
Role: Service Delivery Manager
Location: Fourways, Johannesburg
Our client is a successful ICT company who offer next generation Voice and Data solutions and services to corporate and SME clients throughout Africa. They are looking for a Service Delivery Manager to join their dynamic team, a customer-centric professional who shares their passion for technology and service delivery. This role is central to their business, with customer experience and customer journey management as the number one priority. They have a fabulous team culture, they are collaborative, friendly and forward thinking with a focus on customer excellence!
Role entails:

• Act as the primary point of contact for clients, managing expectations proactively and professionally
• Manage and lead a small internal service delivery team, providing guidance, structure, and accountability
• Ensure all ICT services are delivered in line with agreed SLAs, KPIs, and contractual commitments
• Monitor service performance and drive continuous service improvement initiatives whilst coordinating with internal technical teams and third-party service providers
• Oversee incident, problem, and change management processes
• Conduct regular service review meetings and present clear performance reporting to clients
• Identify service risks, gaps, and improvement opportunities before they impact clients
• Support onboarding of new clients and transition of new services into operational support
• Champion a customer-first culture within the service delivery team

Minimum Requirements

• Diploma or Degree in Information Technology, Information Systems, or a related field
• 3-6 years' experience in ICT Service Delivery, Service Management, or Technical Account Management
• Proven experience managing client relationships and service expectations
• Experience leading or coordinating a small internal team
• Solid understanding of IT service management principles (ITIL preferred)
• Strong technical grounding across ICT infrastructure, cloud, or managed services
• Excellent communication, organisational, and stakeholder management skills

Key Competencies

• Strong customer-centric mindset with a focus on experience and outcomes
• Organised, structured, and detail orientated and organised and methodical
• Ability to lead, motivate, and develop a small team
• Calm under pressure with a solutions-driven approach
• Strong analytical and reporting capabilities
• High levels of accountability and professionalism
• ITIL certification - advantageous
• Experience in managed services or enterprise ICT environments - advantageous
• Exposure to service transition, CX improvement initiatives, or continual service improvement frameworks - advantageous

Skills Required