Head Of Service Delivery Management

Be Different Sa (Pty) Ltd; Gauteng; Hybrid; ZAR 1,800,000 - 2,800,000; Full time

Job summary

Be Different SA (Pty) Ltd is seeking a Head of Service Delivery Management in Centurion, Gauteng, to provide strategic and operational leadership over service delivery governance for enterprise clients.

You will oversee multiple SDMs, drive improvements in service performance, escalate complex client issues, and ensure governance standards are applied consistently across engagements.

Qualifications

• 10+ years of enterprise IT service delivery, service management, managed services or related customer operations experience; leadership accountability.
• Evidence of leading SDMs across multiple enterprise accounts.
• Ownership of complex SLA-driven service governance and performance improvement.
• Experience with executive escalations and cross-functional recovery.

Responsibilities

• Led an SDM function or several SDMs across multiple enterprise clients; clarify team size and portfolio complexity.
• Diagnose deteriorations in service performance and drive governance and sustained improvement.
• Handle serious client escalations with executive communication and cross-functional recovery.
• Introduce consistent service governance, reporting or operating standards across accounts.
• Challenge incomplete handover models and define acceptance criteria.
• Manage service issues concerning margin, scope or contractual exposure.
• Develop and performance-manage SDMs to raise capability and consistency.
• Deliver measurable service or efficiency improvements from recurring issues.

Skills

Leadership

Stakeholder engagement

ITIL

Governance

Service delivery

Strategic thinking

Executive communication

Education

ITIL 4 Foundation

PMP/PRINCE2

Tools

Monitoring tools

Observability

AIOps platforms

Job description

Relaxed hybrid working model - lovely offices in Irene.

If you understand and have experience in the below in Delivery and Service Management, you will be inline with what the client is looking for in this role.

"How do monitoring, observability and AIOps change the way a Service Delivery leader should govern service?"

Our client an enterprise technology services company specializing in intelligent digital operations based in Centurion is urgently looking for the Head of Service Delivery Management to provide strategic and operational leadership over service delivery governance, ensuring that contracted services, SLAs, service performance, escalations, operational readiness and continual-improvement commitments are consistently managed, measured and visible.

The successful candidate must be confident navigating difficult service conversations, interrogating service evidence and incident trends, constructively challenging delivery teams and driving timely corrective action. They must demonstrate sound judgement regarding the boundaries between service management and technical, account, commercial and legal authority, ensuring issues are escalated appropriately without overstepping those responsibilities.

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.

Head of Service Delivery Management • Centurion, Gauteng, ZA