Junior Service Delivery Manager

Our client is looking for a Junior Service Delivery Manager to join their team. This is an excellent opportunity for a highly organised and detail-oriented professional who is passionate about customer engagement, service excellence, SLA management, and operational reporting within a fast-paced IT services environment.

Requirements:

• Diploma or Degree in Information Technology, Business, or a related field (mandatory)
• 2–5 years' experience within Service Delivery, Service Desk, or IT Operations
• Experience within a Managed Services Provider (MSP) environment will be advantageous
• Strong reporting and data analysis experience (mandatory)
• Excellent organisational and stakeholder management skills
• Strong attention to detail and ability to manage multiple priorities
• Excellent written and verbal communication skills

Technical Competencies:

Service Management Tools:

• Experience with ManageEngine ServiceDesk or similar ITSM platforms

Monitoring & Reporting:
• Experience with reporting and service performance analysis
• Exposure to Desktop Central or similar tools will be advantageous
• Basic understanding of monitoring tools such as PRTG and PingPlotter

Infrastructure Awareness:

• Basic understanding of Cloud Hosting environments
• Basic networking and connectivity knowledge
• Understanding of IT security concepts

Microsoft Stack:

• Advanced Microsoft Excel skills (mandatory)
• Strong PowerPoint skills for reporting and executive presentations (mandatory)

• Produce accurate and professional executive-level service delivery reports
• Support governance frameworks and service management processes
• Ensure operational visibility across customer environments
• Monitor service performance against agreed SLAs and KPIs
• Assist in managing customer expectations and service-related communications
• Support customer service reviews and governance meetings
• Escalate service risks and operational concerns where required
• Work closely with technical teams to ensure service excellence
• Act as backup to the Senior Service Delivery Manager when required
• Assist with customer engagements, escalations, and service review meetings
• Contribute to continuous service improvement initiatives
• Maintain strong customer relationships and promote customer satisfaction

If you would like to apply for this position, please send transcripts with applications.

Should you meet the requirements for this position, please email your updated CV attached to it.jobs@tumaini.co.za, alternatively contact XXX-XXXX or visit our website, www.tumaini.co. Correspondence will only be conducted with short-listed candidates. Should you not hear from us within 3 days, please consider your application unsuccessful.