847 Service Delivery jobs in South Africa

Job Title

Service Delivery Manager

Location

Johannesburg

Nature of role

Full-time Permanent role

Reports to

Head of Service Delivery South Africa

Role Description

Reporting to the Head of Service Delivery, the Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management. The Service Delivery Manager will be accountable for setting the priorities in order to achieve commercial outcomes, both internally and externally, for their clients.

The Service Delivery Manager will obtain a clear understanding of our client businesses and strategic intent and use this understanding to drive revenue generation as well as providing intelligence to Sales and Product & Proposition teams.

Key responsibilities will include service reviews, issue escalation ownership, oversight of SLA/KPI deliverables and contractual compliance. This role would work closely with Asset Services & Delivery, PMO, Sales, and Production Support teams to provide a high level of senior relationship support and service delivery.

The SDM will undertake consultation with key Asset Services stakeholders and Delivery leads to determine and set overall regional priorities. This role will require a strong understanding of FNZ’s client offering, operational processes and support functions.

Specific Role Responsibilities

• Identifies and secures additional commercial opportunities with each customer within their remit;
• Positions FNZ as 'strategic adviser' to all customers within their remit and demonstrates this through regular access to strategic decision-makers, involvement in customer strategy sessions etc;
• Contributes to the formulation and refinement of the wider FNZ vision and strategy;
• Uses professional networks to assist the Sales team to identify and secure commercial opportunities with new customers;
• Maintains a very high degree of domain expertise and professional currency (regulation, market drivers, FNZ propositions and processes etc) and as such can arrive at a point of view and articulate it clearly and compellingly, in either an internal or customer facing context.

• Establishes exceptional working relationships within FNZ based on trust, loyalty, dependability and skill;
• Earns respect from colleagues, customers and other professional stakeholders;
• Is highly committed to FNZs enterprise-level and local goals and can articulate these clearly and compellingly;
• Leads by example, 'mucks-in' and assists other FNZ staff where necessary, sets clear direction, and sells benefits to gain commitment. Is accessible and approachable;
• Drives a commercial focus throughout the team. Has a clear and accurate understanding of the commercial situation of FNZ locally and regionally, can demonstrate this, and acts primarily to create long term value for FNZs shareholders;
• Drives a ‘change agent’ mentality - has an action bias and challenges the status quo where desirable outcomes can be achieved by doing things differently;
• Is vocal and opinionated with respect to decisions that impact customers within their remit. Speaks compellingly, and is influential in securing good customer outcomes and preventing bad ones;
• Always speaks 'truth to power', adheres to FNZs whistle-blowing policy and applicable legislation to ensure the appropriateness of all FNZ actions with respect to customers in their remit. Vocally pursues good ideas and defends against bad ones regardless of tenure and seniority within the organisation;
• Wishes to develop skills and experience, and demonstrates self-directed steps to achieve this;
• Takes a genuine interest in the development of more junior employees and goes out of their way to assist with this;
• Instils a sense of 'do or die' urgency as and where necessary, and achieves a commensurate work rate from relevant FNZ staff;
• Drives a service culture with a positive “can do” attitude.

• Maintains their customer satisfaction levels above an acceptable level (measurement criteria and target level to be agreed with Managing Director) at all times, subject to agreed variations for events beyond the SDMs control;
• Visits customers on-site monthly or as otherwise agreed;
• Demonstrates a proven ability to influence and lead the customer where necessary or desirable;
• Provides senior client management support including undertaking regular service reviews with clients identifying any areas of improvement required and discussing strategy and opportunities;
• Is aware of and conversant in all key service delivery metrics including SLA/KPI and contractual compliance. Produces or oversees production of these metrics where required;
• Successfully communicates account management priorities to internal stakeholders and works effectively with these stakeholders to deliver desired outcomes;
• Demonstrates detailed and nuanced understanding of customer organisations within remit, covering both hard (AuA, SLA/KPI, market share, market ambitions etc) and soft (relationships, tactical positioning, customer HR etc) measurements of customer satisfaction;
• De-facto manages the Production Support & Infrastructure and Client Support services teams to deliver exceptional client outcomes;
• Is an aggressive but realistic planner and tracks all appropriate activities against a plan. Can produce the plan and current status on request;

Experience required

• Strong account management/service delivery experience within Financial Services;
• Follows up colleagues where their work is important to a customer outcome;
• Demonstrates an ability to cope with protracted high pressure situations;
• Shows respect for colleagues, customers and other stakeholders and is respected by same;
• Owns everything impacting the customer, even when immediate responsibility for execution is delegated;
• Demonstrates high professional standards and a feeling of personal accountability for FNZs performance;
• Is comfortable acting on own initiative and acts to facilitate a 'by exception' management approach;
• Speaks up fearlessly where necessary, to Managing Director, Head of Risk and Compliance and others as appropriate;
• Supports colleagues and takes pleasure in their achievements;
• Helps create a positive team culture within the immediate team and more broadly within FNZ;
• Engaging and approachable.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.

Teraco Data Environments

Location: Gauteng

Job Reference Number: SDMJB01

Department: Service

Industry: Information Technology

Job Type: Permanent

Positions Available: 3

Salary: Market Related

Purpose of the Role

The Service Delivery Manager will be involved in a variety of tasks to provide a high level of service delivery to new clients and create long-term client relationships for the existing portfolio of clients. Take full ownership and responsibility for operational delivery and stability of clients assigned, and support other SDMs in delivery to their clients as a team player.

Main Functions Of The Job

• Manage a portfolio of clients
• Build strong and positive relationships with clients at various levels
• All Service Level Agreements to be maintained and reported on according to set business parameters
• Build and document CRM knowledge about the client’s offerings at Teraco
• Understand clients core business and how it interacts within Teraco and identify needs and business opportunities
• Have a full understanding and operation of Teraco CRM to enable reporting on services per client
• Escalation point on allocated clients
• Project manage all client installations
• After hours coordination and activation of client services and products when required

Skills Requirement

• Client focused and excellent interpersonal relationships
• Active listening – ability to understand client’s requirements
• Ability to work independently & a positive team player
• A comprehensive understanding of network and data centre industry
• Excellent written and verbal communication skills
• Ability to communicate at all levels of the business
• To be able to communicate professionally in English (reading/understanding, spoken, written)
• Excellent problem solving and organisational skills
• Meticulous and analytical with a high attention to detail
• Excellent documentation skills and report writing

Qualifications And Experience

• Matric Qualification
• Business Diploma / Minimum 5 years’ experience in similar role (full ownership and management of client operational relationship)
• Microsoft Office skills
• Knowledge and experience in understanding Service Level Agreements
• Experience in utilities/power deployment and cabling infrastructures will be an advantage
• ITIL Foundation certification preferred

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Project Management and Information Technology
• Industries: Facilities Services

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Job Description

Summary of the position

The Service Delivery Manager role entails the management and support functions related to the service delivery to clients. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients on all service delivery queries as well as systems user support.

The department is also responsible for the provision and support of all overnight and month-end reporting provided to clients.

The Service Delivery Manager is both Apex’s operational champion in the client environment and the client’s operational champion within the Apex environment.

This role is extremely varied and will be expected to manage a variety of enquiries and deliverables. The role is to ensure that all interactions with the client are handled in a timeous manner and with a quality of response that continually exceeds the client’s expectations.

The Service Delivery Team will consist of broad number of skillsets - with a varied skills and skill levels to ensure that all required functions and activity can be performed.

Outline of main duties and responsibilities

The Service Delivery Manager will be expected to:

• Managing client requests and open items specifically related to service delivery or existing Service Level Agreements through to resolution, in so doing actively project manage client requirements.
• Provide first line support to clients on operational and reporting matters and queries, including the investigation and resolution of queries with limited need for support from other operational departments.
• Provide first line support to clients on system related matters and queries, specifically Tube and Mainstream user support, including the investigation and resolution of queries with limited support from other operational departments.

• Investigating and resolving client, investor and internal queries efficiently and on a timely basis - issue resolution such as P&L calculations and incident review and monitoring.

• Analysis, documentation, testing and implementation of changes to business processes, business requirements, reporting, correspondence, tax certificates, SARS tax files and legislative changes (identifying risks, process inefficiencies and suggesting opportunities for automation);
• Monitoring to ensure the accurate delivery of investor correspondence, tax certificates.
• Ownership of Tax Services which includes the provision of DWT, IT3BC, FATCA CRS, SARS Submissions and Reconciliation
• The individual is responsible to ensure that tasks performed are executed efficiently, accurately and within deadlines;
• Configure, troubleshoot and maintain application systems;
• Support and manage the project and the on-boarding and migration of new clients
• Take full ownership of all client matters and queries through to resolution ensuring that escalated client queries are thoroughly investigated and resolved by Apex’s Operational teams;
• Implementing efficiencies through increased automation and synergies across the various products;
• Develop and foster a strong operational relationship with all clients, and provide operational guidance and training to clients as and when required;
• Manage the incident report process through to remediation, providing the findings to the relevant Fund Services departments to implement corrective actions;
• Manage and produce the monthly TA KPI client report packs and client billing;
• Maintain, with guidance from the Operational teams, the client SLA;
• Participate in cross-training and knowledge sharing within the department;
• Deliver high standards of service quality to external clients in accordance with agreed Service Level Agreements.

Skills and experience required

• A minimum of 4 years work experience in this sector,
• A relevant tertiary qualification would be advantageous;
• Knowledge of the applicable LISP and CIS legislative environment
• Excellent communication and client services skills (both written and verbal);
• Ability to work under pressure and meet deadlines;
• Strong business acumen with excellent numeracy and a logical and analytical approach;
• Strong technical knowledge of Apex’s Fund Admin functions and processes, and a good understanding of the upstream and downstream processes;
• The ability to design new processes and conceptualise and assist in the development of systems to support those processes;
• Specific knowledge and experience with the Oracle Flexcube and TCube administration system would be extremely advantageous
• Experience or qualification as a business or systems analyst role advantageous

Disclaimer : Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct souring model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Job Overview :

We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.

Key Responsibilities :

Service Management & Delivery :

Ensure high levels of customer satisfaction through effective service delivery and management.

Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.

Monitor performance metrics and prepare service reports for clients and internal leadership.

Stakeholder Engagement :

Act as the main point of contact for client service-related issues and escalations.

Build and maintain strong relationships with customers and internal delivery teams.

Team Leadership & Coordination :

Coordinate cross-functional teams to ensure timely resolution of service issues.

Provide mentoring and direction to junior delivery staff or support teams.

Process Improvement :

Identify gaps and inefficiencies in service delivery processes; implement improvements.

Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).

Project Support :

Support the delivery of new services, transitions, and transformation initiatives.

Collaborate with project managers to align service capabilities with project deliverables.

Required Skills & Qualifications :

Bachelors degree in Information Technology, Business Administration, or related field.

5-9 years of experience in a service delivery or client management role.

Proven experience managing service performance in complex, multi-client environments.

Strong knowledge of ITIL practices (certification preferred).

Excellent problem-solving, communication, and stakeholder management skills.

Strong organizational and multitasking abilities.

Preferred Qualifications :

Experience in cloud-based or digital service environments.

Experience managing third-party vendors or offshore delivery teams.

PMP or similar project management certification is a plus.

Familiarity with service tools such as ServiceNow, Jira, or equivalent.

Key Competencies :

Customer-centric mindset

Analytical thinking

Leadership and team collaboration

Conflict resolution

Time and priority management

Service Delivery Manager

Location: Century City, Cape Town (Onsite)

Salary: R – R CTC per year

Benefits: Medical aid contribution

Travel: USA trips 2–4 times per year

We're looking for a seasoned Service Delivery Manager to lead the delivery of IT services for global clients in the mining and construction industries. This role is hands-on, client-facing, and central to keeping critical infrastructure and services running smoothly.

What you'll do

• Oversee delivery of IT services across cloud and on-prem environments (VMWare, Kubernetes, Cisco, UBNT, Nokia NDAC).
• Ensure all services consistently meet SLA requirements.
• Manage incident, problem, change, and release processes.
• Act as the go-to contact for clients, handling escalations and building strong relationships.
• Monitor service performance, produce regular reports, and drive continuous improvement.
• Attend client meetings, present SLA reports, and manage expectations.
• Lead and mentor a team of around 10 service delivery professionals.
• Support recruitment and training within the service team.

What you'll bring

• 8+ years' experience in service delivery management.
• Proven track record managing SLAs and leading teams.
• A bachelor's degree in IT, Engineering, or similar.
• Strong client engagement and stakeholder management skills.
• A sharp eye for detail and the ability to see both the big picture and the small but important gaps.

Job Types: Full-time, Permanent

Pay: R850 000,00 - R ,00 per year

Ability to commute/relocate:

• Century City, Western Cape: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Service Delivery Management: 8 years (Required)
• Cloud: 8 years (Required)
• On-prem: 8 years (Required)
• VMWare: 8 years (Required)
• Kubernetes: 8 years (Required)
• Cisco: 8 years (Required)
• UBNT: 8 years (Required)
• Nokia Drone Networks: 8 years (Required)
• Team Management: 8 years (Required)

Work Location: In person

At
Altron Digital Business
, we provide the enterprise-grade solutions that organisations need to operate, optimise, and transform into a resilient digital business.

Our purpose is to use technology to transform today into a simpler, safer and smarter tomorrow.

We're committed to providing the best solutions to save money and help our clients' business grow with a robust IT ecosystem that supports digital transformation.

We are looking to appoint an SDM to lead and manage end-to-end service delivery for the client's Self Service & Robotic Enablement environment, including AI, RPA, and Contact Centre platforms. Ensure operational excellence, SLA compliance, and stakeholder satisfaction in a high-performance, business-critical environment.

Responsibilities:

• Own full scope of service delivery, ensuring SLA and contractual compliance.
• Act as primary escalation point for service-related issues.
• Lead incident, problem, and change management processes.
• Deliver structured service reviews and performance reporting.
• Drive continuous improvement and best practice adoption (ITIL, BTG).
• Manage vendor and third-party performance.
• Maintain customer-specific documentation and escalation protocols.
• Collaborate on project delivery and operational transitions.
• Champion accountability, responsiveness, and innovation.
• Monitor service budgets and ensure financial discipline.
• Build strong customer relationships and act as trusted advisor.

Core Competencies:

• Customer Focus & Loyalty Building, Strategic Decision Making & Problem Solving, Planning, Organising & Execution Excellence, Communication & Stakeholder Engagement, Adaptability & Stress Tolerance, Team Leadership & Coaching, Continuous Improvement & Innovation, Conflict Management

Candidate requirements:

• Experience managing service delivery for high-profile customers.
• Strong leadership and team management.
• Executive-level communication and presentation.
• Deep ITIL and operational framework knowledge.
• Project methodology and performance analytics experience.
• Financial and budget management skills.
• Ability to thrive under pressure and manage priorities.
• Intermediate technical knowledge of contact centre and IT systems.

Education, Qualifications, Experience:

• Matric (Grade 12)
• Relevant degree or diploma (advantageous)
• ITIL Service Management certification (required)
• Project Management certification (advantageous)
• 3–5 years in service delivery or operations management.
• Experience in high-performance, customer-facing environments.

Other requirements:

• Travel to customer sites may be required.
• Overtime and standby support expected during critical periods.
• High visibility role with direct impact on customer satisfaction and retention.

Disclaimer:

Dear Applicant, we appreciate your interest in joining our organization. It is imperative for us that you understand how we handle your information. We are committed to ensuring the security and confidentiality of the information you provide. Your personal details will be collected for the sole purpose of the application process and will be used strictly for that purpose. By applying, you acknowledge and consent to the collection, use, and protection of your personal information in accordance with our privacy policy. If you have any inquiries or concerns, our Human Resource department is available to provide clarification. We look forward to reviewing your application.

Altron is committed to diversity and Employment Equity within the workplace. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates.

Should your experience and qualifications align with the requirements, we will be in contact to discuss the next steps. Should you not receive feedback within 2 weeks, please consider your application as not successful.

In the meantime, we encourage you to explore our company's website.

Herotel Business is inviting applications for our
Service Delivery Manager
position.

Employment Type
: Permanent

Location:
Tshwane

About the role:

The Service Delivery will be responsible to lead and oversee the end-to-end delivery of telecommunications services across the country, ensuring optimal performance from third-party suppliers and vendors and the delivery of these services to the channel partners. This role is responsible for contract governance, SLA compliance, and driving continuous service improvement to meet business and customer expectations.

The Key Responsibilities of the role will include but not be limited to:

Vendor & Supplier Management:

• Oversee all third-party service providers involved in delivery of connectivity, infrastructure, and managed services to direct customers and channel partners.
• Negotiate, implement, and manage contracts and service level agreements (SLAs).
• Conduct regular performance reviews and audits of vendors to ensure compliance and quality.
• Serve as the escalation point for vendor and channel-related service issues.

Service Delivery Oversight:

• Ensure consistent and high-quality service delivery across all clients, direct and channel.
• Monitor KPIs and SLAs to track performance and identify areas for improvement.
• Coordinate with internal teams to align service delivery with business goals.
• Lead service transition/Migration and onboarding of new vendors and channel partners

Operational Excellence:

• Drive standardisation and automation of service processes and initiatives with vendors and channel partners.
• Drive ITIL-based practices for incident, problem, and change management.
• Customer Experience & Relationship Management.
• Ensure customer satisfaction through proactive communication and issue resolution with third parties and channel partners.
• Lead service review meetings and present performance dashboards.

Contract & SLA Governance:

• Maintain a central repository of all vendor contracts and SLA documentation.
• Ensure contractual obligations are met and penalties or incentives are applied appropriately with third parties and channel partners.
• Collaborate with Exco, legal and procurement teams during contract negotiations and renewals.

Team Leadership & Development

• Lead a national team of service delivery professionals.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Provide coaching, mentoring, and performance management.

Key Outputs for this position:

SLA Compliance Reports

• Monthly and quarterly reports showing vendor performance against SLAs

Contract Repository

• Up-to-date documentation of all third-party contracts and amendments

Service Improvement Plans

• Actionable plans to address service gaps and enhance delivery

Vendor Scorecards

• Performance evaluations and strategic recommendations+

Customer Feedback Reports

• Insights from client interactions and satisfaction surveys

Team Development Plans

• Training and succession plans for service delivery staff

Work Experience and Competencies Required:

Experience and competencies:

• Minimum 3 years' experience in service delivery or vendor management in the telecoms industry.
• Strong understanding of SLA frameworks
• Excellent negotiation, communication, and stakeholder management skills.
• Critical thinking
• Strong detailed oriented approach to task execution.

Qualifications:

• Grade 12 is required.
• Bachelor's degree in Telecommunications, IT, Business Management or related field
• ITIL certification preferred
• A formal qualification in Project Management would be advantageous.

If you fit above criteria and would like to join our team, please submit your CV with contactable references.

PLEASE NOTE:

• Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel's Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
• Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

Job Title: Remote Service Delivery Manager

Location:
Fully Remote (Must align with North America or APJ business hours; candidates from South America are encouraged to apply)
Employment Type:
Full-time / Contract
Reports To:
Program Director

Job Overview
We are seeking two
Service Delivery Managers (SDMs)
to provide ongoing customer support and relationship management for our global device lifecycle programs. These programs help enterprise customers manage critical events like employee onboarding and offboarding. The ideal candidate will have strong experience in IT services and customer relationship management.

As an SDM, you will act as the customer's advocate in your region, fielding support questions, resolving issues, and coordinating with internal teams to ensure a seamless service delivery.

Key Responsibilities

• Customer Advocacy: Serve as the primary customer-facing representative for your region, building trusted relationships and ensuring ongoing satisfaction.
• Issue Resolution: Field customer inquiries, troubleshoot issues, and coordinate with fulfillment hubs, asset management, and internal teams for timely resolution.
• Service Monitoring: Monitor and track the progress of workflows (joiner, leaver, refresh, advanced exchange) to ensure requests are fulfilled correctly and on time.
• Performance Metrics: Track SLAs/KPIs and identify any service gaps that need to be addressed.
• Process Improvement: Serve as the bridge between customers and our internal teams, providing valuable insights and feedback to enhance workflows and service quality.

Required Qualifications

• Experience: At least 3 years of experience as a Service Delivery Manager, Customer Success Manager, or a similar client-facing role in IT services or enterprise technology.
• Language Skills: Well-spoken and well-written English is required. Spanish-speaking proficiency is a strong plus.
• Technical Acumen: Strong background in customer relationship management and issue resolution, with a familiarity with ServiceNow or other IT service management platforms.
• Collaboration: Proven ability to coordinate across distributed teams and global stakeholders.
• Problem-Solving: Excellent communication and problem-solving skills with a proactive approach to issue management.

What We Offer

• Impact: A fully remote role with regional ownership and visibility in a global program.
• Environment: A collaborative, customer-centric work environment.

Herotel Business is inviting applications for the
Service Delivery Manager
position to be based in
Tshwane.
This person will report to the
Chief Operations Officer.
Purpose Of The Role
The Service Delivery will be responsible to lead and oversee the end-to-end delivery of telecommunications services across the country, ensuring optimal performance from third-party suppliers and vendors and the delivery of these services to the channel partners. This role is responsible for contract governance, SLA compliance, and driving continuous service improvement to meet business and customer expectations.

Key Performance Areas would include, but are not limited to:
Vendor & Supplier Management

• Oversee all third-party service providers involved in delivery of connectivity, infrastructure, and managed services to direct customers and channel partners.
• Negotiate, implement, and manage contracts and service level agreements (SLAs).
• Conduct regular performance reviews and audits of vendors to ensure compliance and quality.
• Serve as the escalation point for vendor and channel-related service issues.

Service Delivery Oversight

• Ensure consistent and high-quality service delivery across all clients, direct and channel.
• Monitor KPIs and SLAs to track performance and identify areas for improvement.
• Coordinate with internal teams to align service delivery with business goals.
• Lead service transition/Migration and onboarding of new vendors and channel partners

Operational Excellence

• Drive standardisation and automation of service processes and initiatives with vendors and channel partners.
• Drive ITIL-based practices for incident, problem, and change management.
• Customer Experience & Relationship Management.
• Ensure customer satisfaction through proactive communication and issue resolution with third parties and channel partners.
• Lead service review meetings and present performance dashboards.

Contract & SLA Governance

• Maintain a central repository of all vendor contracts and SLA documentation.
• Ensure contractual obligations are met and penalties or incentives are applied appropriately with third parties and channel partners.
• Collaborate with Exco, legal and procurement teams during contract negotiations and renewals.

Team Leadership & Development

• Lead a national team of service delivery professionals.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Provide coaching, mentoring, and performance management.

Key Outputs For This Position
SLA Compliance Reports

• Monthly and quarterly reports showing vendor performance against SLAs

Contract Repository

• Up-to-date documentation of all third-party contracts and amendments

Service Improvement Plans

• Actionable plans to address service gaps and enhance delivery

Vendor Scorecards

• Performance evaluations and strategic recommendations+

Customer Feedback Reports

• Insights from client interactions and satisfaction surveys

Team Development Plans

• Training and succession plans for service delivery staff

The successful candidate must have the following experience/skills: - Work Experience and Competencies:

• Minimum 3 years' experience in service delivery or vendor management in the telecoms industry.
• Strong understanding of SLA frameworks
• Excellent negotiation, communication, and stakeholder management skills.
• Critical thinking
• Strong detailed oriented approach to task execution.

Qualifications

• Grade 12 is required.
• Bachelor's degree in Telecommunications, IT, Business Management or related field
• ITIL certification preferred
• A formal qualification in Project Management would be advantageous.

If interested and meet all requirements, please submit your CV with contactable references and copies of related qualifications.

Please Note

• Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel's Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
• Please refer to our Privacy Policy on our website for further information on how we process personal information.
• If you do not hear from us within 4 weeks, please deem your application as unsuccessful.