{"id":4065698,"url":"https://alion.io/job/bc-tech-junior-service-delivery-manager","title":"Junior Service Delivery Manager","company":{"id":4508158,"name":"BC Tech","domain":null,"url":"https://alion.io/company/bc-tech","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Product","role_family":"Product","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Durban, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"Outlook","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-11-11T09:00:43Z","employer_posted_date":null,"last_verified_at":"2026-11-11T09:00:43Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"JOB PURPOSE\nThe Jnr Service Delivery Manager ensures the effective delivery of high-quality services to clients by overseeing the service lifecycle, maintaining operational efficiency, and driving continuous improvement. This role ensures the successful ICT service provisioning at client sites through the application of proper Service Management principles, processes and efficient and effective measures. Managing client expectations, ensuring SLAs are met, and coordinating between cross-functional teams to deliver exceptional service performance, customer satisfaction, and alignment with business objectives. The Service Delivery Manager plays a key role in fostering client relationships with key stakeholders, resolving escalations, and ensuring service excellence.\nKEY DELIVERABLES\n\nKey Performance Area:\n\nDuties:\n\nCustomer Relationship Management\n\nManaging customer project and contractual requirements from beginning to end.\nHandling escalations and ensuring clients are constantly updated on progress.\nCarrying a customer-centric mindset and \"can do\" attitude.\nManaging conflict or disagreements with respect, maturity, patience, and understanding.\nEncouraged participation in customer's social gatherings when applicable.\n\nContract and Service Level Management\n\nManaging contracts and ensuring the company is honouring their contractual commitments to the client.\nFamiliarizing with current client contract terms and conditions, service offerings, and commercials.\nCreation and maintenance of the Service Level Agreement with the relevant cost schedules and reporting. Providing service delivery services to the customer for both internal and external use.\n\nTeam and Performance Management\n\nManaging Key stakeholders and service owners, including monthly KPI feedback meetings.\nManaging, developing, training, and providing feedback to staff where applicable.\n\nService Portfolio Management\n\nUnderstand the full -service portfolio per client and ensure the management of contracted services in alignment with client expectations.\nBuild solid relationships both internally and externally, provide direction driving the concept of TEAM\n\nMonthly Service Reviews, Reporting and Performance Monitoring\n\nEnsure that weekly updates and monthly service reviews are conducted according to the BCT Service Delivery Model and Reporting standards i.e presenting accurate, up-to-date monthly reports to clients on usage and performance statistics, risks and CSI recommendations.\n\nCommunication and Engagement\n\nCommunicating primarily via WhatsApp, Teams, email, and phone calls.\nMaintaining an up-to-date Outlook calendar, noting private and business responsibilities/meetings.\n\nService Improvement & Innovation\n\nIdentifying areas for process improvement to enhance service delivery quality and efficiency.\nImplementing best practices and innovative solutions to meet or exceed customer expectations.\nContinuously seeking feedback from clients and internal teams to identify and act on improvement opportunities.\n\nRisk and Issue Management\n\nProactively identifying potential risks to service delivery and developing mitigation strategies.\nManaging and resolving service-related issues in a timely manner to minimize impact on the client.\nEscalating critical issues to senior management when necessary and ensuring transparent communication with the client.\n\nClient Onboarding and Transition Management\n\nLeading the client onboarding process to ensure a seamless transition from sales to service delivery.\nCreating tailored service transition plans for new clients, ensuring alignment with their specific needs.\nManaging client expectations during the transition period to ensure smooth integration into the service.\n\nJOB REQUIREMENTS:\n\nBachelor's degree in IT, Computer Science, Business Administration, or a related field or 3- 5 years related experience.\nCertifications such as ITIL (Information Technology Infrastructure Library) or PMP (Project Management Professional) are often preferred or required.\nOther relevant certifications like Agile or PRINCE2 can be advantageous.\nProven experience (typically 3 - 5 years) in a Service Delivery Manager role or similar positions in IT service management, client relations, or service delivery.\nExperience in managing IT services, service-level agreements (SLAs), and contracts with a focus on delivering high-quality customer experiences.\nExperience in managing teams and cross-functional collaboration between departments (e.g., IT, operations, and client-facing teams).\nDemonstrated experience in improving service delivery processes and managing escalations.\nExperience with performance reporting, KPI management, and continuous service improvement initiatives.","description_format":"text","description_chars":4713,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-11-11T11:00:32Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["seen:0","win:early","comp:junior"],"computed_at":"2026-11-11T16:08:07Z"},"pay":null,"html_url":"https://alion.io/job/bc-tech-junior-service-delivery-manager","json_url":"https://alion.io/job/bc-tech-junior-service-delivery-manager.json","meta":{"generated_at":"2026-11-11T16:08:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30336,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4508158},"rest":"https://alion.io/mcp/rest/get_company?id=4508158"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbc-tech-junior-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbc-tech-junior-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbc-tech-junior-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bc-tech-junior-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbc-tech-junior-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4065698}},{"tool":"search_jobs","arguments":{"company":4508158,"detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4065698},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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