IT Service Delivery – Infrastructure

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

Job summary

A reputable recruitment agency is seeking a Service Delivery Manager to oversee IT infrastructure services in Johannesburg. This role requires a minimum of 5 years of service delivery management experience, strong ITIL knowledge, and exceptional negotiation skills. Responsibilities include managing SLA compliance, vendor relationships, and daily operations of IT services to ensure reliability and alignment with business needs. The ideal candidate should have a Matric certificate and a degree in IT, along with IT security experience.

Qualifications

• Must have at least 5 years experience as a Service Delivery Manager.
• Extensive experience in utilising ITSM tools for service delivery.
• Proven ability to manage vendors and SLAs.

Responsibilities

• Ensure reliability and security of infrastructure-related services.
• Manage vendor relationships and ensure adherence to SLAs.
• Oversee day-to-day operations of IT infrastructure services.

Skills

IT Security and Infrastructure experience

Strong negotiation skills

Knowledge of ITIL frameworks

Proven experience as a Service Delivery Manager

Education

Degree in Information Technology

Matric

Formal qualifications in ITIL or ITSM

A+, N+, Security related certification

Job description

In order to be considered the following is required:

• Matric (essential)
• Degree in Information Technology (advantageous)
• IT Security and Infrastructure experience
• Formal qualifications in ITIL or ITSM
• A+, N+, Security related certification
• Knowledge of ITIL frameworks, service management principles and industry best practices
• Proven experience as a Service Delivery Manager, preferably a minimum of 5 years, responsible for drafting. negotiating and agreeing SLAs/OLAs, ensure adherence of Infrastructure teams to SLAs / OLAs
• Proven experience of managing service delivery and SLAs for internal teams delivering to internal business units and managing vendors service delivery and SLAs in a complex and distributed environment
• Proven experience to foster strong relationships within the Groups IT, Shared Services, Business Clusters and vendor space to ensure proactive identification and remediation of any service issues
• Extensive experience in utilising ITSM tools and best practices to apply them for optimal service delivery
• Must be professional, well-spoken and professionally presented
• Strong negotiation skills

Responsibilities

• Ensures that all infrastructure-related services, including networks, servers, storage, cloud environments and enterprise systems, are reliable, secure, and aligned with business needs
• Involves vendor management, stakeholder engagement, service-level compliance, and strategic IT planning to drive operational excellence
• Oversee the day-to-day operations of IT infrastructure services, ensuring optimal performance and availability.
• Ensure adherence to Service Level Agreements (SLAs) and (OLAs) and industry best practices
• Update and implement SLAs and OLAs where they are insufficient or missing
• Lead incident, problem and change management related to infrastructure services when assigned
• Work with Head of Infrastructure and business stakeholders to ensure infrastructure services align with organizational goals
• Manage contracts and relationships with third-party service providers, ensuring quality service delivery
• Negotiate vendor agreements and ensure compliance with cost‑effective procurement strategies alongside Deputy CEO and Head of Infrastructure
• Ensure transparent communication of IT service‑related updates and improvements

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