Head of Service Delivery Management

Be Different; Centurion; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Be Different is seeking a strategic Service Delivery leader to guide a high-performing team of client-aligned SDMs across multiple enterprise accounts. The role emphasizes ownership of complex service governance, executive communication during escalations, and delivery of measurable improvements in service performance and efficiency.

The ideal candidate has leadership experience in enterprise IT operations, familiarity with ITIL-aligned practices, and a proven track record of driving service

Qualifications

• Leadership of SDMs across enterprise accounts
• Ownership of SLA-driven governance and performance
• Experience handling major client escalations with executive communication
• Engagement with senior client stakeholders (CIO/CTO)
• Knowledge of ITIL-aligned service management and governance
• Experience in complex/regulated enterprise environments
• Certifications in ITIL/COBIT/PMP/PRINCE2 are valued

Responsibilities

• Led SDMs across multiple enterprise clients; clarified team size and portfolio complexity
• Diagnosed deteriorations in service performance and drove corrective governance
• Managed serious client escalations with executive communication and cross-functional recovery
• Introduced consistent service governance, reporting or standards across accounts
• Defined acceptance criteria and stopped incomplete handover/support models
• Managed service issues involving service credits, margin or contractual exposure
• Developed or performance-managed SDMs to raise capability and consistency
• Delivered measurable service, customer or efficiency improvements from recurring issues

Skills

ITIL service management

Leadership

Stakeholder engagement

Commercial awareness

Executive escalations

Observability/AIOps

Service governance

Education

Tertiary qualification or equivalent

ITIL 4 Foundation

Job description

In order to be considered the following is required:

• 10+ years of enterprise IT service delivery, service management, managed services or related customer operations experience, with meaningful leadership accountability
• Proven leadership of Service Delivery Managers or comparable client-facing service-management professionals across multiple enterprise accounts
• Demonstrated ownership of complex SLA-driven service governance and service-performance improvement.
• Evidence of leading major client escalations, including executive communication, cross-functional recovery and preventative follow-through
• Strong practical knowledge of ITIL-aligned service management - not certification without application
• Experience engaging senior client stakeholders, including CIO, CTO or Senior IT Operations leadership
• Commercial awareness of how service performance affects retention, margin, service credits, scope and contractual exposure
• Relevant tertiary qualification or equivalent senior industry experience; ITIL 4 Foundation or equivalent recognised service-management foundation
• Complex or regulated enterprise environments such as financial services, public sector, telecommunications or large outsourcing
• Higher-level ITIL, SIAM, ISO / IEC 20000, COBIT, PMP / PRINCE2 or related service/governance certification
• Working knowledge of enterprise monitoring, observability, AIOps, automation and digital operations
• Operational-readiness / service-transition governance and evidence of standardising an SDM capability

Responsibilities:

• Led an SDM function or several SDMs across multiple enterprise clients; clarify team size, portfolio complexity and personal accountability
• A material deterioration in service performance; diagnosis, corrective governance and sustained improvement
• Serious client escalation with executive communication, cross-functional recovery, decision discipline and prevention
• Introduced consistent service governance, reporting or operating standards across inconsistent accounts or teams
• Challenged or stopped an incomplete handover / support model and defined what had to be true before acceptance
• Managed a service issue with service-credit, margin, scope or contractual exposure without exceeding authority
• Developed or performance-managed experienced SDMs and raised capability or consistency
• Delivered a measurable service, customer or efficiency improvement from recurring issues or service data

The role will lead and develop a high-performing team of client-aligned Service Delivery Managers, fostering accountability, collaboration and service excellence.

If you are a strategic and commercially astute service delivery leader who thrives in a complex enterprise environment, has a strong track record of driving service excellence and is passionate about developing high-performing teams, we would like to hear from you.

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Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application.