Service Delivery Manager

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

The Service Delivery Manager (SDM) is the client’s trusted advisor within Reflex Carrier—responsible for ensuring that every aspect of service delivery translates into meaningful business value and measurable outcomes for the client.

The SDM develops a deep understanding of the client’s business model, operational context, and strategic objectives, and uses this insight to ensure that Reflex Carrier’s technology and connectivity services enable those goals. Acting as both advocate and advisor, the SDM provides guidance on how services can be optimised, improved, and evolved to support the client’s business priorities.

This role combines relationship leadership, operational excellence, and commercial awareness. The SDM is accountable for maintaining service stability and performance, while also driving continual improvement, service innovation, and alignment between Reflex Carrier’s delivery teams and the client’s success metrics.

Ultimately, the SDM ensures that every engagement strengthens trust, reinforces partnership, and demonstrates Reflex Carrier’s commitment to client-centric excellence.

The SDM will manage a defined portfolio of service-managed client accounts and will be expected to balance client advocacy with operational governance, commercial awareness, and cross-functional coordination across Reflex Carrier teams.

• Serve as the primary point of accountability for the client service experience across all assigned Reflex Carrier services, coordinating internally to ensure ownership is clear and client commitments are met.
• Build and maintain strong, trust-based relationships with client stakeholders, from technical teams to executive sponsors, ensuring consistent alignment and open communication.
• Conduct monthly strategic service reviews that translate service performance, risk, incident trends, and improvement opportunities into business-relevant insights and recommendations.
• Maintain service risk registers and mitigation plans in alignment with Reflex’s governance standards.
• Ensure all service operations adhere to regulatory and compliance requirements (e.g., POPIA, ISO
  27001).
• Ensure adherence to all customer-segmentation-defined SLAs, with effective tracking, monitoring, and…