Service Delivery Manager - Umhlanga
First Technology · KwaZulu-Natal
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Start free — we apply for you →Key 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.
Key Skills
- Customer relationship management.
- Excellent communication and customer service skills.
- Incident and escalation management.
- Strong organisational and reporting skills.
- Problem-solving and attention to detail.
- Ability to manage multiple priorities.
- Proactive and customer-focused approach.
- Ability to explain technical information clearly.
Technical Knowledge
- Facial recognition and biometric systems.
- Access-control and electronic security systems.
- Basic IP networking and troubleshooting.
- Access-control hardware and related equipment.
- Basic Active Directory / LDAP knowledge.
- SLA and service management principles.
Requirements
- Matric essential.
- 1–2 years' experience in technical support, service desk, access control, electronic security or a customer-facing technical role.
- Access-control, biometric or facial recognition experience advantageous.
- A+, N+, ITIL, networking or related technical qualifications advantageous.
Deadline:16th October,2026