Service Delivery Manager

About Reflex 

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients. 

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions. 

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services. 

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success. 

About the role 

The Service Delivery Manager (SDM) is responsible for ensuring exceptional service delivery to Reflex clients. The SDM oversees incident, problem, change, and request management across assigned clients, ensuring service quality, continual improvement, and an unrivalled client experience. This role requires strong leadership, communication, and coordination skills to manage multiple stakeholders and deliver measurable business outcomes. 

Key duties and responsibilities: 

Service Management

Act as the primary point of contact for clients on operational matters and a key escalation point for service issues. 

Oversee incidents, problems, changes, and requests in alignment with ITIL practices and client SLAs. 

Coordinate major incident management, including P1 issues, ensuring timely resolution and communication. 

Maintain accurate client records (contacts, VIP lists, escalation procedures, vendor processes). 

Manage vendor relationships to support service delivery requirements where necessary. 

Drive clear, consistent communication with clients, Reflex teams, and vendors regarding service updates, changes, and escalations.

Performance & Quality Management

Monitor and manage ticket queues with Service Desk Supervisors and Call Coordinators to ensure SLA adherence. 

Identify recurring issues, conduct trend analysis, and coordinate root cause investigations (Problem Management). 

Ensure quality and accuracy of information shared with clients (incidents, requests, RCAs, SLAs). 

Review client feedback (CSAT) to drive continual service improvement. 

Mentor, coach, and support functional team members to enhance service performance. 

Reporting & Governance

Provide timely reports to clients and management (daily, weekly, monthly, or ad hoc) on incidents, SLA performance, and recurring issues. 

Conduct regular client service reviews (weekly/monthly/quarterly) to discuss SLA compliance, performance trends, risks, and improvement initiatives. 

Advise FCIO/EXCO on operational risks, escalations, and client support needs. 

Manage and communicate standby rosters and escalation availability. 

Client Experience & Relationship Management

Ensure clients receive proactive updates and consolidated communication for incidents involving multiple parties. 

Conduct client onboarding and orientation for Reflex processes, systems, and people. 

Drive initiatives to reduce clients in “High Care” status through proactive engagement and problem resolution. 

Collaborate with Product Solutions Group (PSG) Managers and Service Desk Supervisors to streamline delivery and ensure a single point of accountability for clients. 

Foster strong, trust-based relationships to support client retention and business growth. 

Qualification and Experience: 

Minimum requirements: 

Grade 12 

Minimum 3 years’ experience in a Service Delivery Manager role 

ITIL Foundation V3 or V4 (mandatory) 

Demonstrated experience in incident management, escalation handling, and SLA management 

Excellent written and verbal communication skills (English) 

Strong problem-solving, time management, and prioritization skills 

Proven ability to perform under pressure with urgency and professionalism 

Valid driver’s license and reliable transport 

Willingness to travel and work outside normal business hours when required