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 the client’s trusted advisor within Reflex Carrier—responsible for ensuring that every aspect of service delivery translates into meaningful business value and measurable outcomes for the client.

The SDM develops a deep understanding of the client’s business model, operational context, and strategic objectives, and uses this insight to ensure that Reflex Carrier’s technology and connectivity services enable those goals. Acting as both advocate and advisor, the SDM provides guidance on how services can be optimised, improved, and evolved to support the client’s business priorities.

This role combines relationship leadership, operational excellence, and commercial awareness. The SDM is accountable for maintaining service stability and performance, while also driving continual improvement, service innovation, and alignment between Reflex Carrier’s delivery teams and the client’s success metrics.

Ultimately, the SDM ensures that every engagement strengthens trust, reinforces partnership, and demonstrates Reflex Carrier’s commitment to client-centric excellence.

The SDM will manage a defined portfolio of service-managed client accounts and will be expected to balance client advocacy with operational governance, commercial awareness, and cross-functional coordination across Reflex Carrier teams.

Key duties and responsibilities:

Client Relationship & Advisory Leadership

• Serve as the primary point of accountability for the client service experience across all assigned Reflex Carrier services, coordinating internally to ensure ownership is clear and client commitments are met.
• Build and maintain strong, trust-based relationships with client stakeholders, from technical teams to executive sponsors, ensuring consistent alignment and open communication.
• Conduct monthly strategic service reviews that translate service performance, risk, incident trends, and improvement opportunities into business-relevant insights and recommendations.
• Maintain service risk registers and mitigation plans in alignment with Reflex’s governance standards.
• Ensure all service operations adhere to regulatory and compliance requirements (e.g., POPIA, ISO27001).
• Ensure adherence to all customer-segmentation-defined SLAs, with effective tracking, monitoring, and proactive management of ticket ageing.
• Collaborate with technical teams to embed automation, analytics, and AI-driven monitoring (AIOps) capabilities that reduce MTTR and improve service predictability.
• Actively engage with clients to understand emerging business challenges, upcoming initiatives, and strategic goals - positioning Reflex Carrier’s services as enablers of those outcomes.
• Serve as the “voice of the client” internally, advocating for client needs across product & services, commercial, technology, architecture & engineering, applications, and operations to ensure responsiveness and alignment.
• Drive and sustain positive client satisfaction outcomes for assigned service-managed accounts, validated through regular monthly and quarterly CSAT surveys.

Service Management Assurance

• Own the end-to-end performance and stability of services within the assigned list of client accounts, ensuring SLAs, KPIs, and contractual obligations are consistently met or exceeded with support from the respective functional areas within Reflex Carrier (CCO, CDO, CTO, and CXE).
• Actively participate in Incident and Problem Management reviews, ensuring root causes are identified, corrective actions are implemented, and recurring issues are prevented.
• Track, analyse, and communicate service performance trends, uptime, and quality metrics through regular reporting and dashboards (i.e. SDM Dashboards).
• Work in close partnership with the NOC, MIM, PM, and CM to ensure swift escalation and restoration of services, maintaining client confidence and service continuity.
• Work with QA to ensure all service-related documentation, change controls, and governance processes are maintained to the highest standard of accuracy and compliance.
• Lead service governance forums internally, ensuring issues are resolved and that client expectations are effectively communicated across departments.
• Contribute to the refinement of Reflex Carrier’s service delivery frameworks, best practices, and governance standards.

Value Realisation & Business Enablement

• Translate operational performance into quantifiable business value, demonstrating how Reflex Carrier’s services support client efficiency, productivity, and growth.
• Identify and pursue opportunities for optimisation, innovation, and automation across the client’s service landscape.
• Support account teams with insight and data that strengthen renewal discussions, new solution proposals, and upselling opportunities.
• Work collaboratively with clients to co-create improvement roadmaps, linking service evolution to business outcomes and return on investment (ROI).
• Position Reflex Carrier as a proactive enabler of digital transformation and network innovation within the client environment.
• Ensure financial efficiency by identifying and addressing revenue leakage, driving upsell and cross-sell opportunities, and identifying cost-saving initiatives across the assigned account base and Reflex Solutions, while supporting the effective implementation of these initiatives.

Strengthen Culture

• Live the Reflex Solutions brand by being a good example of our mission, vision & values
• Constantly growing your knowledge of Reflex Solutions as a business, our products and network, for the benefit of one’s growth and our customer
• Attend required training & workshops
• Build professionalism, loyalty, and commitment within the Carrier and Access team, as well as across business units and the Myriad group of companies.
• Communicate actively and effectively resolving any potential conflicts that may arise
• Drive initiatives leading to increasing efficiency and effectiveness of customer experience
• Strong customer-centric approach

Education, Experience and Skills:

• Matric certificate
• Business Diploma and/or Degree
• Service management certification, such as ITIL Practitioner or ITIL lifecycle certification, with Service Operation as a minimum requirement.
• At least 5 years’ telecommunication experience
• Experience leading cross-functional teams, coordinating stakeholders, or managing people in a service delivery environment.
• Good business acumen
• Good understanding of project delivery cycle and service management

Required Competencies:

• Service management experience
• Facilitation skills
• Strong public speaking & presentation skills
• Stakeholder management
• Escalation management
• Results driven
• Interpersonal skills
• Decision making ‘can do’ approach
• Relationship management

Personal Attributes:

• Customer Centric
• Communication
• Leadership
• Organization
• Attention to detail
• Collaboration
• Problem-solving.
• Sound Judgement
• Authentic
• Self-aware
• Excellent time & self-management

Other information:

Preferred but not essential: experience managing service delivery for carrier, connectivity, ISP, FNO, or managed network services environments; exposure to ISO27001-aligned service governance; and familiarity with POPIA requirements in client-facing service operations.