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Service Delivery Manager at Remote Recruitment. Service Delivery Manager / Service Desk Administrator. Job Overview. Salary: R28 000 per month. We’re looking for a highly capable and proactive Service Delivery Manager to support a UK-based Managed Service Provider (MSP). This pivotal role blends hands-on customer service and ticket resolution with the strategic oversight of a growing service desk team. You'll begin by handling technical queries and customer tickets directly, with the clear opportunity to grow into a leadership position overseeing service desk technicians.. This is an exceptional opportunity to work directly with a UK employer while being employed through a South African entity. The role includes a stable monthly income, no extra admin fees, and strong long-term prospects as the company scales. You’ll play a foundational role in building the support operation from the ground up.. Key Responsibilities. . Serve as the primary point of contact for client queries, escalations, and support tickets.. . Deliver exceptional client experience through proactive communication and technical support.. . Manage and resolve service tickets via PSA and RMM tools (ConnectWise preferred).. . Evaluate client needs and ensure the smooth operation of systems and service delivery.. . Contribute to the testing and rollout of new products and technologies.. . Lead or assist in cyber security practices including simulations, alerts, and certifications (e.g., Cyber Essentials).. . Uphold rigorous documentation, reporting, and standard operating procedures.. . Oversee KPIs, performance metrics, and ensure continuous improvement.. . Develop SOPs and promote best practices within the support team.. . Step into team leadership—mentoring, staffing, and performance reviews—as the desk grows.. . Champion a high-standard remote work environment, with clear communication and trust.. . Qualifications & Experience. Essential:. . Minimum 3 years in IT support, helpdesk, or service delivery roles.. . Experience in customer-facing IT environments, preferably MSPs.. . Strong knowledge of Microsoft 365 and general technical troubleshooting.. . Excellent communication and listening skills – must be confident and professional with clients.. . Proven ability to work independently and manage time effectively.. . Exposure to tools like ConnectWise Manage PSA and ConnectWise RMM.. . Reliable internet connection and quiet, professional home office environment.. . Ability to handle UK business hours and commit to consistent availability.. . Familiarity with time-tracking tools like Work Composer or similar.. . Desirable:. . IT certifications (e.g., MCSA, ITIL, ITSM) or equivalent experience.. . Leadership experience or desire to move into a team lead/manager role.. . Experience conducting root cause analysis and proactive remediation.. . Exposure to Guardz, phishing simulations, and basic cybersecurity protocols.. . Company Location: South Africa.