Customer-First Service Delivery Lead

Transaction Junction (Pty) Ltd; Milnerton; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Transaction Junction (Pty) Ltd. is seeking a Service Delivery Manager to advocate for customers, oversee service delivery, and coordinate internal and external teams to ensure high-quality IT service performance.

The role focuses on managing service quality, SLA adherence, and incident resolution, with strong emphasis on communication and leadership to drive continuous improvement. Based in South Africa, the position involves collaborative operations across the company.

Qualifications

• Minimum Matric and a degree in Information Technology.
• At least 4 years’ experience in service delivery management or similar roles.
• Solid ITIL, governance and service management experience.

Responsibilities

• Lead customer interaction on service-related issues and orchestrate actions to focus on and resolve issues.
• Act as the customer advocate on operational and service management matters
• Be responsive to the customer in any and all requests or issues, acting as an escalation point for issues reported to the technical teams
• Monitor overall performance of services and timelines to deliver
• Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to management
• Oversee major incidents, ensuring coordination of resolving parties and post-incident reviews
• Promote visibility of services and drive improvements to ensure contracted service delivery quality
• Liaise and manage incidents raised via the Service desk to ensure timely completion within SLA

Skills

Team leadership

Virtual teams

3rd party management

ITIL knowledge

Leadership

Communication skills

Payments processing knowledge

Education

Bachelor’s degree in Information Technology

Matric

4 years’ experience in same or similar role

Job description

Transaction Junction (Pty) Ltd. is seeking a Service Delivery Manager to advocate for customers, oversee service delivery, and coordinate internal and external teams to ensure high-quality IT service performance.

The role focuses on managing service quality, SLA adherence, and incident resolution, with strong emphasis on communication and leadership to drive continuous improvement. Based in South Africa, the position involves collaborative operations across the company.