Inside the Service Delivery Manager Role

HeroTel offers a full-time opportunity for an experienced Service Delivery Manager to lead nationwide operations in the telecommunications sector. The role focuses on managing third-party vendors, SLAs, and orchestrating service excellence with partner channels. Applicants should be ready to take on contract governance duties, performance reviews, and drive ongoing improvement.

Each day involves monitoring key performance indicators, reviewing vendor quality, resolving issues, and ensuring contracts are up to date. You’ll head a national team, champion best practices, and oversee customer satisfaction together with business targets.

Key responsibilities include contract negotiation, SLA management, governance, and onboarding new technical partners. Candidates should be highly detail-oriented, possess strong communications skills, and demonstrate stakeholder management prowess.

Applicants must have relevant telecoms experience and a track record working with ITIL frameworks. A relevant tertiary qualification is required, with ITIL and project management as a plus.

Preference will be given to previously disadvantaged candidates and you’ll need to submit your CV with references and relevant qualifications. Expect a rigorous process focused on skills and potential team fit.

Pros: Career Boosts and Workplace Culture

One clear advantage is HeroTel’s commitment to leadership development and national team management. You get the chance to build a high-performance work culture while advancing your own management career.

The position is ideal for those looking to make a mark in the telecoms industry, thanks to exposure to contract negotiation, vendor management, and strategic improvement initiatives.

HeroTel emphasises ongoing skill building through coaching, mentoring, and succession planning. These initiatives provide structured paths for employee growth and career progression.

Being responsible for key operational excellence targets, you’ll influence process standardisation and enjoy a significant impact on company results and customer satisfaction.

Finally, the value placed on ITIL-based processes ensures you’ll be working with established frameworks, enhancing your expertise in global service management standards.

Cons: Considerations Before Applying

The scope and responsibility of a national role can become demanding, particularly when balancing multiple vendor issues and compliance obligations simultaneously.

The environment requires careful documentation, attention to detail, and the ability to handle performance pressures, sometimes with tight deadlines on reporting and service improvement plans.

Your performance will be closely measured via SLA compliance, customer feedback, and vendor scorecards—making it a role best suited to those confident in their skills and accountability.

With various teams and stakeholders involved, communication complexities are part of the job, so strong coordination skills are essential for success in this environment.

Lastly, while opportunities for growth are clear, you’ll need to keep up with evolving standards, legal considerations, and frequent contract negotiations to stay relevant.

Final Verdict: Is This Role for You?

If you excel in vendor oversight, contract management, and national team leadership while enjoying complex telecoms environments, this opportunity stands out. The position offers real influence, career progression, and the satisfaction of improving service quality.

Apply if you have solid telecoms experience, a track record in operational excellence, and a passion for coaching teams. HeroTel’s focus on development, structure, and real responsibility makes this an ideal step for service delivery professionals.