IT Service Delivery Lead

Lula; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Lula is seeking an IT Service Delivery Lead to ensure efficient operation of the Service Desk and deliver high-quality support aligned with business goals.

The role combines hands-on problem-solving with leadership, mentoring a compact team and coordinating with IT and business stakeholders to improve service delivery.

Qualifications

• ITIL certification is advantageous; ITIL/ITSM experience required.
• 6+ years in a service desk/ITSM oriented role.
• 1+ years in a leadership or supervisory position.
• Experience with Jira Service Management and software is essential.

Responsibilities

• Oversee daily operations of the Service Desk, ensuring SLAs are met using ITIL processes.
• Build, mentor, and evaluate a high-performing Service Desk team.
• Coordinate between Service Desk, IT teams and business stakeholders for smooth communication.
• Act as Lula Incident Owner, triaging incidents and leading major incident resolution with timely SLAs.
• Identify root causes as Lula Problem Owner and drive permanent fixes with cross-team collaboration.
• Maintain knowledge base to reduce repeat incidents and guide the Service Desk.

Skills

Leadership

Communication

Problem-solving

Team motivation

Mentoring

Self-driven

User-centric

Tools

Jira Service Management

ITSM software

Job description

The IT Service Delivery Lead will ensure the efficient operation of the Service Desk function, delivering high-quality support to users while maintaining alignment with business objectives. This role is critical in managing the end-to-end lifecycle of incidents, problems, and changes, ensuring timely and effective resolution to minimize business disruption. As the Incident, Problem and Change Owner, the IT Service Delivery Lead leads efforts to restore normal service operations, implement changes with minimal risk, and drive continuous service improvements, all while fostering collaboration between IT teams and business stakeholders to enhance overall service delivery. Operating as a hands-on 'player-coach', this role combines direct operational execution and technical problem-solving with leadership and mentorship for a compact team.

Responsibilities will include:

• Steering and actively participating in the daily operations of the Service Desk Team, ensuring service levels are met and maintained using ITIL processes and best practices for service delivery.
• Build, lead and mentor a high performing Service Desk Team, providing coaching, training, and performance evaluations.
• Act as a liaison between the Service Desk Team, other IT teams, and business stakeholders to ensure smooth communication.
• Serve as the Lula Incident Owner by overseeing and supporting the full lifecycle of all incidents, ensuring that incidents are triaged correctly, leading major incident resolution efforts and ensuring SLAs are met.
• Serve as the Lula Problem Owner to identify high impacting or recurring issues and root causes of incidents, and driving the resolution of problem records by facilitating cross-team efforts to identify workarounds and implement permanent fixes.
• Maintain a knowledge base to help reduce the occurrence of repeat incidents by providing the Service Desk Team with known error solutions.
• Serve as the Lula Change Owner by overseeing the approval, implementation, and communication of IT changes, and chair Change Advisory Board (CAB) meetings to facilitate the discussion and approval from stakeholders..
• Oversee relationships with key third-party IT vendors and service providers, monitoring adherence to SLAs and leading regular service review meetings to drive vendor accountability and performance improvement.
• Provide regular reports on service performance, including key metrics for incidents, problems, changes, and service requests.

THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR

• ITIL certifications advantageous, ITIL and ITSM process experience essential
• 6+ years of experience in a service desk or ITSM orientated role
• 1+ years of experience in a leadership, supervisory or management position
• Experience with Jira Service Management and Software essential
• Excellent problem-solving and troubleshooting skills, with a keen eye for detail
• Outstanding communication and interpersonal skills, with a user-centric approach
• Experience managing vendor or third-party service provider relationships, including SLA monitoring, reporting and service review governance
• Ability to work under pressure, prioritise tasks, and meet deadlines
• Demonstrated ability to motivate and inspire team members to achieve their best
• A proactive, self-driven attitude with a passion for continuous learning and improvement