Episode 7: I Didn’t Choose IT… It Chose Me - From Township to Tech Leader (Service Delivery Manager) - Banele Ndlovu

In this episode of the 3Sixty Careers Podcast, we sit down with Banele Ndlovu, a Service Delivery Manager with nearly 20 years of experience in the tech industry.This is not your typical tech story.Banele shares how he went from being unemployed in the township to building a successful career in IT — starting from a learnership he never planned for.We also unpack one of the most overlooked careers in tech: Service Delivery Management — a role that sits at the center of customer experience, systems reliability, and business operations.In this conversation, you will learn:What a Service Delivery Manager actually doesWhy you don’t need to start with your dream jobHow learnerships and graduate programmes can change your lifeThe importance of starting small and building experienceWhy soft skills matter more than you think in techThe real reason systems failing can affect customers in real lifeIf you are trying to break into tech in South Africa, or you feel stuck and unsure where to start — this episode is for you.Chapters02:13 – Why This Career is Overlooked in Tech03:27 – Explaining Service Using Real-Life Examples05:26 – Holding Teams Accountable for Customer Experience06:36 – How Banele Got Into IT (Learnership Story)09:03 – How Learnerships Work in South Africa11:22 – Advice for Young South Africans Starting Out13:03 – Why Your Marks Don’t Define Your Future14:22 – The Mindset That Changed Everything16:02 – From Service Desk to Leadership18:54 – What You Learn at the Service Desk20:58 – Why Soft Skills Matter in Tech Careers23:14 – Starting Small Opens Big Opportunities26:13 – Finding Your Career Path Through Experience31:57 – Why You Must Start at the Bottom36:12 – What a Service Delivery Manager Does Daily40:35 – What Happens When Systems Fail43:03 – Thinking Like the Customer44:12 – Proactive vs Reactive Monitoring47:00 – Leadership vs Technical Skills50:00 – Discovering Leadership Strength53:21 – Why Technical Knowledge Still Matters57:27 – Top Skills You Need for This Career01:03:55 – Advice for Young Professionals01:06:14 – Understanding Value in Business#3SixtyCareers #TechCareersSA #JobsInSouthAfrica #CareerAdvice #ITJobs #GraduateOpportunities