Junior Service Delivery Manager

About Our Client

We have been retained by our client to help them identify and secure top-tier talent for their expanding commercial structures. Our client is an award-winning, holistic technology services provider and a highly regarded Managed Services Provider (MSP) with a strong national footprint in South Africa. Operating as a key subsidiary within a well‑known, large ICT investment group, they benefit from massive financial backing, industry‑leading vendor partnerships, and enterprise‑grade infrastructure.

They have cultivated a supportive, high‑performance culture that prioritizes accountability, delivery excellence, and a world‑class customer experience.

Position: Junior Service Delivery Manager (SDM)

Location: Gauteng

Employment Type: Permanent

Reporting To: Senior SDM (Direct Report)

Remuneration: Market Related

We are recruiting on behalf of our client for a highly organized and detail‑oriented Junior Service Delivery Manager (SDM) to join their Operations department. The successful candidate will be based in Gauteng and will be required to operate at an executive level, ensuring that the service delivery ecosystem is performance‑driven, measurable, and highly accountable. Working under the guidance of a Senior SDM, this critical operational role is responsible for producing flawless executive‑level data reporting, tracking operational SLAs, monitoring account health, and serving as a proactive point of contact for customer escalations to prevent account churn and guarantee an exceptional service experience.

• Own the end‑to‑end production, accuracy, and completeness of weekly and monthly client service delivery reports, ensuring executive‑ready quality delivered on schedule.
• Actively track and monitor Service Level Agreement (SLA) adherence across assigned client accounts, keep visible tracking on high‑priority incidents, follow up on outstanding service desk tickets, and identify trends to reduce repeat operational incidents.
• Actively manage customer feedback and engagement quality, monitor sentiment to identify and stabilise at‑risk accounts, and drive proactive service perception improvements to maximise long‑term client retention.
• Maintain rigorous tracking of operational action items, follow‑ups, and service desk compliance, enforcing high levels of data integrity across internal operational ticketing and management systems.

Diploma or Degree in Information Technology, Business Administration, or a related field (Advantageous).

• Must be permanently based in Gauteng and available for local travel to client sites and operational regional hubs (Mandatory).
• Minimum 2–5 years of experience operating within Service Delivery, an IT Service Desk, or an IT Operations environment (Mandatory).
• Documented track record of successfully working under pressure, managing concurrent operational deadlines, and coordinating cross‑functional technical teams.
• Proven experience handling professional customer communication, escalation tracking, and formal client review assistance.

• Advanced mastery of Microsoft Excel (complex data analysis, sorting, formulas) and PowerPoint for corporate report compilation.
• Familiarity with IT Service Management (ITSM) ticketing platforms such as Manage Engine Service Desk and baseline understanding of network visibility/monitoring tools (PRTG, Ping Plotter, Desktop Central).
• Foundational conceptual understanding of the Managed Services Provider (MSP) environment, including Microsoft Stack configurations, Cloud Hosting environments, Networking & Connectivity infrastructure, and core Security concepts.

• Meticulous attention to detail and a high degree of mathematical/data accuracy.
• Absolute professional ownership, accountability, and a customer‑focused operational approach.
• Analytical mindset with strong problem‑solving capabilities under high‑pressure scenarios.
• Strong organisational, administrative, and time‑management skills.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, might be part of the job. The client reserves the right to amend or withdraw this job advert without notice.