Disaster Recovery jobs in Ekurhuleni, Gauteng

ASI Connect is seeking an experienced Service Delivery Manager to lead and continuously improve our Managed Services Operations function.

This is a hands-on leadership role responsible for ensuring the successful delivery of managed IT services, maintaining client confidence, driving operational excellence, improving service performance, and building a culture of accountability across the delivery team.

The successful candidate will own the operational framework that enables reliable, profitable, and scalable service delivery while working closely with Sales, Technical Operations, Projects, Customer Success, and Executive Leadership.

Key ResponsibilitiesService Delivery Leadership

• Lead day-to-day service delivery operations across managed services clients.
• Drive accountability, governance, and operational excellence across delivery teams.
• Ensure services are delivered in line with contractual commitments and service levels.
• Manage operational risks, escalations, and continuous improvement initiatives.

Service Desk Management

• Oversee ticket management, queue ownership, SLA compliance, escalations, and service quality.
• Drive backlog reduction and improve incident resolution performance.
• Ensure all tickets have clear ownership, updates, next actions, and due dates.
• Coordinate major incidents and post-incident reviews.

Client Relationship & Governance

• Conduct service reviews, client health checks, and executive escalations.
• Own client reporting, service improvement plans, and action tracking.
• Build trusted relationships with client stakeholders.
• Ensure proactive and professional communication during service disruptions and critical incidents.

Project & Service Transition Governance

• Manage the transition of new business from Sales into Delivery.
• Ensure projects, onboarding activities, and service transitions are properly planned and governed.
• Validate scope, resources, timelines, risks, acceptance criteria, and readiness before commitments are made.
• Ensure smooth handover from implementation to support operations.

Operational Performance & Continuous Improvement

• Monitor service performance, customer satisfaction, retention, and operational KPIs.
• Drive service improvement initiatives and operational efficiencies.
• Maintain visibility of capacity, utilisation, risks, service trends, and delivery performance.
• Ensure documentation, monitoring, reporting, and governance standards are consistently maintained.

Team Leadership & Resource Management

• Lead, mentor, and develop Service Desk and service delivery teams.
• Manage workload planning, capacity forecasting, leave management, and resource allocation.
• Establish performance objectives, coaching plans, and skills development programmes.
• Create a high-performance culture focused on accountability, execution, and customer success.

Minimum RequirementsQualifications

• Diploma or Degree in Information Technology, Business Administration, or a related field.
• ITIL Foundation Certification (Essential).
• ITIL Managing Professional, Practitioner, or similar qualification (Advantageous).
• Project Management, Service Management, or Change Management certification (Advantageous).

Experience

• Minimum 5 years of experience in Service Delivery, Managed Services, IT Operations, or a similar leadership role.
• Experience managing Service Desk teams and service delivery portfolios.
• Proven track record managing SLAs, client escalations, major incidents, and service improvement initiatives.
• Experience within a Managed Services Provider (MSP) environment is highly advantageous.
• Strong understanding of resource planning, service profitability, vendor management, and operational governance.

Technical Knowledge

Working knowledge of:

• Microsoft 365
• Azure and Cloud Services
• Networking and Connectivity
• Managed Infrastructure
• Endpoint Management
• Backup and Disaster Recovery
• Cybersecurity Services
• ITIL Service Management practices
• PSA platforms (Halo or similar)
• RMM platforms (NinjaOne or similar)

What We're Looking For

The ideal candidate will demonstrate:

✅ Strong leadership and people management skills
✅ Excellent customer relationship and communication abilities
✅ Operational discipline and attention to detail
✅ Ability to manage multiple priorities in a fast-paced environment
✅ Strong analytical and problem-solving capability
✅ Commercial awareness and business acumen
✅ A proactive, ownership-driven approach to service delivery

Why Join ASI Connect?

• Be part of a rapidly growing technology and managed services business.
• Work alongside experienced technology and business leaders.
• Influence the future of service delivery within a dynamic and innovative environment.
• Grow your career in a company focused on operational excellence, customer success, and continuous improvement.

Apply Now

If you are an experienced Service Delivery professional passionate about operational excellence, customer success, and leading high-performing teams, we would like to hear from you.

Join ASI Connect and help us deliver exceptional technology services that our clients can trust.

Work Location: In person