Hybrid IT Service Delivery Lead

Advania Group; Cape Town; Hybrid; ZAR 446,000 - 558,000; Full time

Job summary

Advania Group in Cape Town is seeking a Service Delivery Manager to oversee daily client relationships and ensure high service levels. You will work with internal account teams to align delivery with contractual obligations and lead initiatives that reduce costs and improve service quality.

The role supports innovative service design using AI/ML platforms and requires strong communication skills, ITIL certification, and experience with ITSM tools.

Qualifications

• Experience in a managed services organisation.
• Delivering services to contractual obligations and SLAs.
• ITIL v3 or v4 certification in Service Design & Service Operations.
• Experience with AutoTask and ServiceNow; proficient in Excel.
• Experience developing service models using AI and machine learning.

Responsibilities

• Develop and manage the Service Level Agreements in line with current service line aspirations.
• Develop and maintain close working relationships with customer representatives operationally and with their senior leadership.
• Oversee day-to-day operations to ensure contractual commitments are met.
• Contribute to planning the overall client relationship strategy, focusing on cost reduction and service improvement.
• Lead service design and improvement workshops with internal teams to leverage AI/ML capabilities.

Skills

ITIL v3/v4

Stakeholder management

Communication skills

Service design

Excel

AI/ML awareness

Tools

AutoTask

ServiceNow

Job description

Advania Group in Cape Town is seeking a Service Delivery Manager to oversee daily client relationships and ensure high service levels. You will work with internal account teams to align delivery with contractual obligations and lead initiatives that reduce costs and improve service quality.

The role supports innovative service design using AI/ML platforms and requires strong communication skills, ITIL certification, and experience with ITSM tools.