IT Service Delivery Lead

Emporium; South Africa; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Lona Group seeks an experienced IT Service Owner to oversee the end-to-end delivery, governance, and continual improvement of technology services across the business.

The role focuses on service ownership, stakeholder management, and leading a technical team, with SME's handling architecture and technical problem resolution. This is not a hands-on technical role but requires strong leadership across multiple sites.

Qualifications

• Minimum of 7 years IT operations, service management, or technology support experience.
• At least 3 years’ experience leading technical teams.
• Proven experience managing technology services across multiple stakeholders or business units.
• Demonstrable experience with service delivery and operational performance management.
• Experience managing third-party vendors and service providers.
• Proven ability to engage at executive level, with the confidence and credibility to constructively challenge senior executives.

Responsibilities

• Own the Group’s technology service catalogue and drive continuous improvement in service delivery.
• Ensure all agreed services are delivered within defined SLAs and OLAs, taking corrective action where necessary.
• Establish and monitor service performance metrics, including SLA compliance, availability, and quality, reporting regularly to executive stakeholders.
• Lead service reviews with stakeholders and proactively address recurring service issues to prevent escalation.
• Act as the primary service relationship contact for all supported business units, maintaining strong working partnerships with business leaders.
• Manage expectations regarding service delivery, priorities, and capacity, resolving competing business demands where appropriate.
• Lead and develop a technical team, including workload allocation and resource planning.
• Own operational governance processes, manage service-related risks and dependencies, and ensure compliance with company policies and standards.
• Support budgeting and technology planning activities, monitoring supplier and vendor performance.
• Drive efficiency, automation, and service maturity initiatives, supporting the adoption of best-practise service management frameworks.

Skills

Leadership

Service Management

Business Engagement

Operational Excellence

Personal Attributes

Education

Bachelor’s Degree in IT/CS/BI

Job description

Lona Group seeks an experienced IT Service Owner to oversee the end-to-end delivery, governance, and continual improvement of technology services across the business.

The role focuses on service ownership, stakeholder management, and leading a technical team, with SME's handling architecture and technical problem resolution. This is not a hands-on technical role but requires strong leadership across multiple sites.