Service Delivery Manager

Herotel Telecoms (Pty) Ltd; Parow; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Group Risk Benefits

Medical Benefits

Health and Lifestyle Programmes

Job summary

Herotel Telecoms (Pty) Ltd is seeking a Service Delivery Manager to oversee end-to-end delivery across the country, ensuring high performance from third-party suppliers and a seamless experience for channel partners and customers.

The role focuses on managing vendor ecosystems, driving SLA compliance, and continuously improving service quality in a fast-paced telecoms environment, with a drive for operational excellence and a strong customer focus.

Qualifications

• 3+ years in service delivery or vendor management in telecoms
• Strong understanding of SLA frameworks
• ITIL certification preferred
• Formal qualification in Project Management advantageous
• Technical understanding of Fibre, Wireless and IP networks advantageous
• Excellent negotiation and stakeholder management skills
• Detail oriented with strong analytical abilities

Responsibilities

• Oversee third party service providers delivering connectivity, infrastructure and managed services
• Implement and manage SLAs in line with contracts
• Conduct vendor performance reviews and audits for quality and compliance
• Act as escalation point for vendor and channel issues
• Monitor KPIs/SLAs to track performance and drive improvements
• Coordinate with internal teams to align delivery with business goals
• Lead service transition, onboarding and migration of new vendors and partners
• Drive standardisation and automation of service processes with vendors
• Champion ITIL practices for incident, problem and change management
• Build strong customer relationships through proactive communication
• Lead service review meetings and present dashboards
• Maintain vendor contracts and SLA documentation
• Ensure penalties or incentives are applied where appropriate
• Develop training and succession plans for the service delivery team

Skills

Vendor management

SLA management

Stakeholder management

Negotiation

Communication

Project management

ITIL

Education

Bachelor's degree in Telecommunications/IT/Business Management

Grade 12

Tools

ITIL certification

Job description

Are you a strong service delivery professional with a passion for vendor management, operational excellence and telecoms performance? Join our team as a Service Delivery Manager in Plattekloof, where you’ll oversee end-to-end service delivery across the country, ensuring high performance from third-party suppliers and a seamless experience for channel partners and customers.

This role is ideal for a results-driven leader who can manage complex vendor ecosystems, drive SLA compliance, and continuously improve service quality across a fast-paced telecommunications environment.

What you'll do:

• Oversee all third party service providers involved in delivering connectivity, infrastructure and managed services to direct customers and channel partners
• Implement and manage service level agreements in line with contractual obligations
• Conduct regular performance reviews and audits of vendors to ensure compliance and quality
• Act as the escalation point for vendor and channel related service issues
• 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
• Drive standardisation and automation of service processes with vendors and channel partners
• Champion ITIL based practices for incident, problem and change management
• Build strong customer relationships through proactive communication and issue resolution
• Lead service review meetings and present performance dashboards
• Maintain a central repository of all vendor contracts and SLA documentation
• Ensure contractual obligations are met and that penalties or incentives are applied appropriately
• Compile SLA compliance reports, vendor scorecards, service improvement plans and customer feedback reports
• Develop training and succession plans for the service delivery team

What you’ll need:

• Grade 12 is required
• A Bachelor's degree in Telecommunications, IT, Business Management or a related field
• A minimum of 3 years' experience in service delivery or vendor management in the telecoms industry
• A strong understanding of SLA frameworks
• ITIL certification is preferred
• A formal qualification in Project Management would be advantageous
• A high level technical understanding of Fibre, Wireless and IP networks is advantageous
• Excellent negotiation, communication and stakeholder management skills
• Strong critical thinking ability
• A detail oriented approach to task execution

What we offer:

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team-driven environment
• Group Risk Benefits
• Medical Benefits
• Health and Lifestyle Programmes

Important Disclaimer:

• Please ensure that the information you provide in your application is true, accurate, and correct.
• Preference will be given to candidates from Designated Groups, as defined by the Employment Equity Act and in line with Herotel's Employment Equity Plan.
• By submitting an application, you consent to the processing of your personal information in accordance with POPIA for recruitment purposes. For more details on how we handle personal information, please refer to our Privacy Policy on our website.
• If you do not hear from us within 14 days, please consider your application unsuccessful.