Global Service Delivery Lead - Managed Services

ADG; Johannesburg; On-site; ZAR 1,000,000 - 1,800,000; Full time

Job summary

ADG (Accelera Digital Group) is seeking a Service Management Lead for Managed Services to drive a robust, scalable delivery framework and commercially agile operations across global customers. You will own service delivery from Pre-Production through BAU, ensuring uptime, stable performance, and CSI across products, customer services, and internal services.

You will standardize ITIL processes, implement automation and AI-Ops, manage service onboarding, and define catalogs and SLAs.

Qualifications

• Degree in Business, Engineering, or Technology.
• PMP or Prince2 certification preferred.
• ITIL certification required or equivalent.
• Experience in Agile project management.
• Experience in implementing Cloud solutions.

Responsibilities

• Define and maintain service delivery framework.
• Ensure uptime and SLA/XLA targets.
• Standardize ITIL processes: Incident, Change, Problem, Request.
• Oversee automation, AI-Ops, and dashboards.
• Define service scope, operating model, and hand-offs.
• Define Service Catalog and SLA/XLA frameworks.
• Lead cost of service reporting and budget management.
• Manage partner and service provider relationships.

Skills

ITIL

Agile PM

People Change Mgmt

Stakeholder Mgmt

Education

Business/Engineering/Tech degree

Job description

ADG (Accelera Digital Group) is seeking a Service Management Lead for Managed Services to drive a robust, scalable delivery framework and commercially agile operations across global customers. You will own service delivery from Pre-Production through BAU, ensuring uptime, stable performance, and CSI across products, customer services, and internal services.

You will standardize ITIL processes, implement automation and AI-Ops, manage service onboarding, and define catalogs and SLAs.