IT Service Delivery Lead | Incident & Change Champion

Lulalend; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Lulalend seeks an IT Service Delivery Lead to ensure efficient Service Desk operations and end-to-end handling of incidents, problems, and changes. The role combines hands-on problem-solving with leadership to mentor a compact team.

You will drive ITIL-aligned processes, liaise with stakeholders, and oversee major incidents and changes, ensuring high service levels and continuous improvement.

Qualifications

• ITIL certifications advantageous.
• ITIL and ITSM processes experience essential.
• 6+ years in a service desk or ITSM oriented role.
• 1+ years in leadership/supervisory/management.
• Experience with Jira Service Management and Software essential.
• Strong problem solving and communication skills.
• Vendor/third-party management experience including SLAs.

Responsibilities

• Steer daily Service Desk operations using ITIL practices.
• Build and mentor a high performing Service Desk Team.
• Liaise between Service Desk, IT teams and business stakeholders.
• Act as Incident Owner; triage, lead major incidents, meet SLAs.
• Act as Problem Owner; identify root causes and drive fixes.
• Maintain knowledge base to reduce repeat incidents.
• Oversee Change Owner role; chair CAB meetings.
• Manage vendor relationships and service reviews.
• Provide regular service performance reports.

Skills

ITIL expertise

Leadership

Incident management

Problem management

Change management

Jira Service Management

Vendor management

Communication

Stakeholder management

Mentorship

Job description

Lulalend seeks an IT Service Delivery Lead to ensure efficient Service Desk operations and end-to-end handling of incidents, problems, and changes. The role combines hands-on problem-solving with leadership to mentor a compact team.

You will drive ITIL-aligned processes, liaise with stakeholders, and oversee major incidents and changes, ensuring high service levels and continuous improvement.