Service Delivery Manager

Recruiter:

Elite Search

Job Ref:

JHB001174/DS

Date posted:

Monday, February 2, 2026

Location:

Johannesburg, South Africa

Salary:

40 000 Monthly

SUMMARY:
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!

POSITION INFO:
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

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