First Technology Pty Ltd – Service Delivery Manager – Umhlanga

Service Delivery Manager – Integr8 Facial Access Control

Key Responsibilities

• Manage service delivery for assigned customers.
• Act as the main point of contact for customer service matters.
• Monitor facial recognition, biometric and access-control systems.
• Ensure services meet agreed SLAs and customer requirements.
• Manage incidents, escalations and service issues through to resolution.
• Coordinate engineers, vendors and internal teams during critical incidents.
• Prepare and present customer service reports.
• Monitor system performance, risks, recurring faults and service trends.
• Conduct regular customer service review meetings and track actions.
• Build strong customer relationships and identify service improvement opportunities.

Key Skills

• Customer relationship management.
• Excellent communication and customer service skills.
• Incident and escalation management.
• Strong organisational and reporting skills.
• Problem-solving and attention to detail.
• Ability to manage multiple priorities.
• Proactive and customer-focused approach.
• Ability to explain technical information clearly.

Technical Knowledge

• Facial recognition and biometric systems.
• Access-control and electronic security systems.
• Basic IP networking and troubleshooting.
• Access-control hardware and related equipment.
• Basic Active Directory / LDAP knowledge.
• SLA and service management principles.

Requirements

• Matric essential.
• 1–2 years’ experience in technical support, service desk, access control, electronic security or a customer-facing technical role.
• Access-control, biometric or facial recognition experience advantageous.
• A+, N+, ITIL, networking or related technical qualifications advantageous.