Service Delivery Lead - Facial Access & Security Systems

First Technology Pty Ltd; Umhlanga Rocks; On-site; ZAR 460,000 - 600,000; Full time

Job summary

First Technology Pty Ltd is seeking a Service Delivery Manager for Integr8 Facial Access Control to oversee service delivery for assigned customers. You will be the primary point of contact for customer service matters and will monitor facial recognition, biometric and access-control systems to ensure alignment with SLAs.

The role requires managing incidents and escalations, coordinating engineers and vendors, and presenting customer service reports while identifying opportunities for service

Qualifications

• Experience in customer-facing technical roles preferred.
• Experience with access-control or biometric systems is advantageous.
• ITIL, networking or related technical qualifications are advantageous.

Responsibilities

• Manage service delivery for assigned customers.
• Act as the main point of contact for customer service matters.
• Monitor facial recognition, biometric and access-control systems.
• Ensure services meet agreed SLAs and customer requirements.
• Manage incidents, escalations and service issues through to resolution.
• Coordinate engineers, vendors and internal teams during critical incidents.
• Prepare and present customer service reports.
• Monitor system performance, risks, recurring faults and service trends.
• Conduct regular customer service review meetings and track actions.
• Build strong customer relationships and identify service improvement opportunities.

Skills

Customer relationship management

Communication skills

Incident management

Organisation & reporting

Problem solving

Multi-tasking

Proactive & customer-focused

Technical explanation

Education

Matric

A+/N+/ITIL qualifications

Job description

First Technology Pty Ltd is seeking a Service Delivery Manager for Integr8 Facial Access Control to oversee service delivery for assigned customers. You will be the primary point of contact for customer service matters and will monitor facial recognition, biometric and access-control systems to ensure alignment with SLAs.

The role requires managing incidents and escalations, coordinating engineers and vendors, and presenting customer service reports while identifying opportunities for service