Service Delivery Manager I

Ioco Talent; Gauteng; Hybrid; ZAR 600 000 - 800 000; Full time

Job summary

iOCO Infrastructure Services is seeking a Service Delivery Manager I to enhance service delivery and optimize processes. The ideal candidate will have extensive experience in IT solutions, strong customer interaction skills, and a passion for operational excellence. Join a dynamic team committed to delivering outstanding client experiences and fostering innovation in IT infrastructure solutions.

Qualifications

• 10 years' experience in Network (LAN/WAN), Server, end-user Compute, Security, Cloud solutions.
• Excellent customer interaction skills and fluent in English.
• Highly technical understanding and experience in ITaaS products and services.

Responsibilities

• Perform daily application availability checks and engage with service providers.
• Ensure accurate and timely communication with clients regarding incidents logged.
• Meet relevant Service Level Agreements in the Call Logging System.

Skills

Customer Interaction

Technical Understanding

Telephonic Soft Skills

Fluency in English

Service Improvement Identification

Education

National Senior Certificate / Matric / N3 / Grade 12

IT Degree / Diploma

ITIL 4

Tools

Technical Certifications in Fortinet

Technical Certifications in Microsoft Stack

Technical Certifications in AWS

Technical Certifications in Linux

Technical Certifications in Security Products

Job description

iOCO Infrastructure Services invites you to explore possibilities. Are you a strategic thinker with a passion for ensuring seamless service delivery?

Do you thrive in a fast-paced environment where customer satisfaction and operational excellence go hand in hand?

If so, we want YOU on our team! We are looking for a Service Delivery Manager I, who will be at the heart of driving top-tier service experiences, optimizing processes, and ensuring smooth coordination between teams.

What you'll do:

1. Excellent customer interaction.
2. Perform daily application availability checks.
3. Engage with service providers for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged.
4. Achieve First Line Resolution (FLR) percentage.
5. Ensure accurate and timely communication with relevant clients regarding incidents logged.
6. Meet relevant Service Level Agreements in the Call Logging System by the Service Desk.
7. Ensure calls are assigned to the next resolver groups within specified timeframes.
8. Work well with colleagues / team player / willing to assist.
9. Ensure all correspondence is adhered to, executed, or noted correctly.
10. Follow instructions, including customer Working Instructions (WI) or management instructions.
11. Have an in-depth knowledge of business products and value propositions.

Your expertise:

1. 10 years' experience in Network (LAN/WAN), Server, end-user Compute, Security, Cloud solutions – must be experienced in designing, deploying, and maintaining these environments.
2. Telephonic soft skills.
3. Fluent in English with strong email communication skills.
4. Excellent customer interaction skills.
5. Highly technical understanding and experience in ITaaS products and services.
6. Identify and propose service improvement areas and plans for clients.

Qualifications required:

• National Senior Certificate / Matric / N3 / Grade 12.
• Pass typical recruitment checks (reference, criminal checks, etc.).

Qualifications preferred / knowledge:

• ITIL 4.
• Business Analysis.
• IT degree / diploma.
• Technical Certifications in Fortinet, H3C, Microsoft Stack (Desktop, Server, AD, Collaboration, CoPilot, Azure), AWS, Linux, HPE, and Security products.

Additional information:

• Permanent Position.
• Location: Midrand - Hybrid (3 days office, 2 days WFH).
• Work environment: Open plan at Waterfall Office Park and fully equipped Home Office.
• Physical demands: Sitting, Walking, Bending.
• Travel: Must have a vehicle and a valid driver's license or reliable transport.

Why work for us?

If the daily grind makes you wonder if there's more to life than work, discover a journey that embraces excellence without compromise. At iOCO Infrastructure Services, we deliver outstanding client experiences through innovative IT infrastructure solutions that address business challenges head-on.

Partner with clients to help them conquer their Goliaths while they scale their empires. We are challengers, disruptors, and innovators—a community of skilled professionals with an ambitious spirit.

Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We foster brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

iOCO is an equal opportunity employer committed to Employment Equity targets, giving primary preference to previously disadvantaged individuals or groups.

Desired Skills:

• Adaptability.
• Authenticity.
• Partnership.
• Ingenuity.
• Mastery.