EMEA IT Service Delivery Manager: Incident & Service Desk

Oryxalign Limited; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Training & development

Volunteer day

Medical aid allowance

Retirement annuity contribution

Social events

Technology loans

Long service leave

Rewards program

Job summary

OryxAlign is seeking a Service Delivery Manager to join our Cape Town team and drive IT service delivery for a VIP client across EMEA. You will own incidents, problem and change management, oversee the service desk, and act as a trusted escalation point for stakeholders.

The role requires 3+ years in ITSM, ITIL knowledge, and hands-on experience with Jira Service Management. You will mentor teams, deliver monthly reviews, and uphold a strong customer-focused culture.

Qualifications

• ITIL framework experience in Incident, Problem and Change Management.
• 3+ years in IT Service Delivery or ITSM roles.
• Hands-on with Jira Service Management.
• Experience leading major incident bridges.
• Familiar with SLA-driven environments and service reporting.

Responsibilities

• Own governance and execution of Incident, Problem, and Change Management across EMEA.
• Lead Service Desk operations and end-user support.
• Act as primary escalation point for analysts and stakeholders.
• Manage ticket queues and SLA targets.
• Lead major incident bridges and coordinate multi-team responses.
• Drive root cause analysis and implement long-term fixes.
• Coach and develop Service Desk team members.
• Create monthly service review packs and dashboards.
• Monitor service performance trends and drive continuous improvement.
• Maintain a customer-focused culture across the Service Desk and wider teams.
• Administer Jira Service Management projects and reporting.

Skills

ITIL knowledge

Stakeholder engagement

Leadership

Communication

Incident management

CAB coordination

Education

Matric / Grade 12

IT-related qualification

Tools

Jira Service Management

Job description

OryxAlign is seeking a Service Delivery Manager to join our Cape Town team and drive IT service delivery for a VIP client across EMEA. You will own incidents, problem and change management, oversee the service desk, and act as a trusted escalation point for stakeholders.

The role requires 3+ years in ITSM, ITIL knowledge, and hands-on experience with Jira Service Management. You will mentor teams, deliver monthly reviews, and uphold a strong customer-focused culture.