Job Description

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
Job Type: Full-time

Pay: R40000,00 - R60000,00 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