Director, Service Delivery & Automation

Klipboard; Johannesburg; Hybrid; ZAR 1,800,000 - 2,400,000; Full time

Job summary

Klipboard is seeking a Director: Service Delivery to own performance and strategy for the South Africa capability. You will embed ITIL, drive automation-first operations and ensure robust incident, problem and change governance.

You will lead global teams, improve service quality with fewer aged tickets, faster resolution and higher first-contact resolution, while partnering with executives and customers.

Qualifications

• Extensive experience leading IT Service Delivery at scale.
• Proven ITIL implementation in live environments.
• Strong incident, problem and change management skills.
• Experience with automation and self-service.
• Experience leading large regional/global teams.

Responsibilities

• Lead operational IT Service Delivery in South Africa capability.
• Embed ITIL-aligned service management practices.
• Drive automation-first operating model.
• Improve MTTR, FCR, and aged-ticket backlog.
• Manage capacity and global run-rate.
• Shape multi-year vision for capability.

Skills

ITIL

Automation

Leadership

Incident mgmt

Stakeholder mgmt

SLA governance

Education

ITIL Certification

Relevant degree

Job description

Klipboard is seeking a Director: Service Delivery to own performance and strategy for the South Africa capability. You will embed ITIL, drive automation-first operations and ensure robust incident, problem and change governance.

You will lead global teams, improve service quality with fewer aged tickets, faster resolution and higher first-contact resolution, while partnering with executives and customers.