IT Service Delivery Manager
Cape Town, Western Cape, on-site
The Role
Are you passionate about driving IT service excellence and creating value through technology? We're seeking a dynamic Manager / Senior Manager – IT Service Delivery to play a critical role in delivering seamless IT service management to clients. In this business-facing role, you will be at the forefront of managing key client portfolios, driving service improvements, and ensuring optimal delivery of IT solutions.
What You Will Do:
- Client Portfolio Management: Own end-to-end service delivery for key client accounts, ensuring seamless IT support and driving client satisfaction.
- IT Service Management: Lead service delivery reviews focusing on SLA adherence, project progress, and performance metrics, collaborating closely with both internal and client stakeholders.
- Business Growth & Value Creation: Identify and implement service improvements, driving productivity and operational efficiency, while managing operational costs.
- Compliance & Security: Collaborate with audit teams to ensure compliance with information security requirements and address any gaps effectively.
- Incident Management: Capture and document downtimes and application issues for future reference, ensuring quick resolution of major incidents.
- Stakeholder Engagement: Work closely with client IT teams, internal business leaders, and external vendors to ensure all delivery requirements are met.
Internal & External Interactions:
- Internal: Collaborate with business leaders, technology sub-functions, and audit teams.
- External: Engage with client technology teams and manage external vendors, primarily for service desk management.
What You'll Bring:
- Technical Expertise: Strong understanding of networking, systems, voice, and business applications. An industry-recognized certification like ITIL/ITSM is essential
- Process Mastery: Deep knowledge of enterprise business processes, IT processes, and service delivery frameworks.
- Project Management: Understanding of project management methodologies and tools such as MS Project and Visio.
- Interpersonal Skills: Excellent communication, presentation, and problem-solving skills. You’ll need to build strong relationships with global teams and stakeholders.
- Customer Focus: Strong customer service orientation with the ability to work with global clients and drive client satisfaction.
Qualifications:
- Education: A graduate degree is required, with a preference for B.E./B.Tech. Industry certifications like ITIL/ITSM, PMP are highly desirable.
- Experience: 8–12 years of experience managing IT service delivery for large clients (800+ seats), ideally in a 24x7 environment. Candidate MUST be willing to work USA hours 14:00- 23:00 SA time, onsite (Non-negotiable
Why Join ?
This is your opportunity to make a real impact by delivering IT solutions that drive business growth. You'll lead key projects and initiatives that help our clients succeed, while working in a supportive and collaborative environment.
If you're ready to take your career to the next level and play a vital role in transforming businesses through technology, we’d love to hear from you.
