Job Description
- Act as the primary point of contact for clients, managing expectations proactively and professionally
- Manage and lead a small internal service delivery team, providing guidance, structure, and accountability
- Ensure all ICT services are delivered in line with agreed SLAs, KPIs, and contractual commitments
- Monitor service performance and drive continuous service improvement initiatives whilst coordinating with internal technical teams and third-party service providers
- Oversee incident, problem, and change management processes
- Conduct regular service review meetings and present clear performance reporting to clients
- Identify service risks, gaps, and improvement opportunities before they impact clients
- Support onboarding of new clients and transition of new services into operational support
- Champion a customer-first culture within the service delivery team
Minimum Requirements
- Diploma or Degree in Information Technology, Information Systems, or a related field
- 3–6 years’ experience in ICT Service Delivery, Service Management, or Technical Account Management
- Proven experience managing client relationships and service expectations
- Experience leading or coordinating a small internal team
- Solid understanding of IT service management principles (ITIL preferred)
- Strong technical grounding across ICT infrastructure, cloud, or managed services
- Excellent communication, organisational, and stakeholder management skills
Key Competencies
- Strong customer-centric mindset with a focus on experience and outcomes
- Organised, structured, and detail orientated and organised and methodical
- Ability to lead, motivate, and develop a small team
- Calm under pressure with a solutions-driven approach
- Strong analytical and reporting capabilities
- High levels of accountability and professionalism
- ITIL certification – advantageous
- Experience in managed services or enterprise ICT environments – advantageous
- Exposure to service transition, CX improvement initiatives, or continual service improvement frameworks – advantageous
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