Customer Service Manager / Service Delivery Manager

Reference: CPT006109-JB-1

Service Delivery Manager - Johannesburg 

Lead enterprise customer success by turning complex technology services into exceptional client experiences.
R 540 000 - R 650 000 P/A

Duties & Responsibilities

Are you passionate about delivering exceptional customer experiences in complex technology environments?
We are seeking an experienced Service Delivery Manager to act as the primary point of contact for a portfolio of enterprise customers, ensuring service excellence, SLA compliance, and strong customer relationships.

Key Responsibilities

  • Manage customer service delivery and act as the primary escalation point.
  • Drive incident, problem, and change management processes.
  • Lead customer service reviews and continuous improvement initiatives.
  • Coordinate cross-functional technical teams to ensure timely issue resolution.
  • Monitor service performance and provide insightful reporting and recommendations.
  • Partner with sales, operations, and project teams to support customer success.
  • Build trusted relationships with key stakeholders and executive-level customers.

Requirements

  • 5 to 10 years' experience in customer-facing ICT, telecommunications, or managed services environments.
  • 3 to 5 years' experience in a service management, customer success, or service delivery role.
  • Strong understanding of networking technologies, including MPLS, VPN, LAN/WAN, SD-WAN, cloud, and security solutions.
  • ITIL Foundation certification essential.
  • Excellent communication, stakeholder engagement, and presentation skills.
  • Proven ability to manage multiple priorities and drive outcomes in fast-paced environments.

What Success Looks Like

  • Consistent achievement of SLA targets.
  • High levels of customer satisfaction and retention.
  • Effective management of incidents, changes, and service improvements.
  • Strong collaboration across technical and business teams.
  • Delivery of measurable value to customers through proactive service management.
If you are a customer-focused professional who thrives on building relationships, solving complex challenges, and driving service excellence, we'd love to hear from you.

Package & Remuneration

R 540 000 - R 650 000 - Annually
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...