Purpose - The purpose of this paper is to examine reclaiming ubuntu philosophy as a kernel of Chinhoyi University of Technology’s (CUT) service delivery. We argue that embedding ubuntu philosophy into core values, leads to better institutional vision, mission and strategies. The study explores how values of ubuntu are linked to service excellence at CUT. We argue that reclaimingand praxis of ubuntu philosophy bridges service delivery performance gap.Design/methodology/approach – Simple random sampling method focusing on ubuntu and client service charter framework (CSCF) is used. Having reviewed relevant literature, the study employs self-completing questionnaires and interviews. A qualitative methodology was used. Data was analysed using SPSS and content analysis.Findings – Basing on key variables embodied in ubuntu philosophy, the study shows that a CSCF for CUT was non-existent, thereby creating service performance delivery gap.Research limitations – This study is exploratory, however, the findings could be generalised within African context as ubuntu is an African ethic.Practical implications - This study is significant to institutions and stakeholders involved in quality service delivery.Social implications – This exploratory paper indicates constraints involved in the institutional management and socio-cultural characteristics as ubuntu is enshrined in African people and therefore strategies linking ubuntu and performance are of higher significance in the work-place.Originality/value – This paper explores the distinctiveness of ubuntu and institutional performances, service delivery and management. Very scant research has been undertaken in this area of Afrocentric service delivery and management.