Information Technology Service Delivery Manager - US

EXL; Wes-Kaap; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

A global technology firm is seeking an experienced IT Service Delivery Manager to oversee client service delivery in cloud-heavy environments. The ideal candidate will have 8-12 years of experience managing large-scale operations and possess strong expertise in infrastructure and cloud technologies. Key responsibilities include leading governance forums and ensuring operational excellence across various services. This role offers an opportunity to work in a dynamic environment with a focus on technology transformation.

Qualifications

• 8-12 years of experience as an IT Service Delivery Manager or relevant role.
• Proven success managing large-scale global environments.
• Strong infrastructure and cloud knowledge is essential.

Responsibilities

• Lead client service delivery across cloud environments.
• Manage governance forums and stakeholder engagement.
• Oversee ITIL/ITSM-aligned operations.

Skills

Client service delivery

Governance management

Service delivery expertise

ITIL/ITSM operations

Operational excellence

Tools

Windows/Linux servers

AWS

Azure

Networking equipment

Telephony systems

Job description

We are seeking an experienced IT Service Delivery Manager to join our Global Technology Team. This role requires strong technical service delivery expertise, end-to-end client ownership, and proven success managing large-scale, global environments (800+ seats, 1000+ users, 24x7 operations).

What You’ll Do

• Lead client service delivery across infrastructure and cloud-heavy environments.
• Manage governance forums (MBR/QBR), escalations, and stakeholder engagement.
• Oversee ITIL/ITSM-aligned operations (Incident, Problem, Change, Service Mgmt).
• Deliver greenfield setups and technology transformations (sizing, licensing, passive & active infra).
• Drive operational excellence across networks, telephony, servers, security, and cloud.

What We’re Looking For

Experience (8–12 years): IT Service Delivery Manager / Service Delivery Lead / Client Service Delivery Manager.

Global Delivery: Managed large-scale environments (800+ seats / 1000+ users).

Infrastructure Knowledge:

• Networks: WAN, LAN, SD-WAN, MPLS, VPN, Routing, Switching
• Telephony: Avaya, Genesys, Cisco, Five9, PBX/VoIP
• Systems: Windows/Linux servers, Active Directory, VMware/Hyper-V
• Security: Firewalls (Checkpoint, Palo Alto, Fortinet), IAM, Endpoint Security
• Cloud: AWS, Azure, GCP (IaaS, PaaS, SaaS)

Greenfield Projects

Infra setup, implementation, technology transformation.

End User Computing (EUC)

O365, Intune, SCCM, VPN, Imaging, Remote Access.

Governance

Stakeholder management, MBR/QBR, escalations, project/program delivery (Agile/Waterfall/Hybrid).

Latest Experience: Past 3–4 years in tech client service delivery within infra/cloud-heavy environments.

Ideal Profile

• Strong client-facing and consultative skills.
• Ability to manage complex, high-volume operations.
• Proven track record of SLA adherence and process improvements.
• Certifications in ITIL, PMP, or cloud (AWS/Azure) a plus.

If you are a Tech Client Service Delivery leader with deep infrastructure & cloud expertise, we want to connect with you!