IT Service Delivery Lead (SaaS/Managed Services)

Goldman Tech Resourcing; Pretoria; Sur place; ZAR 900 000 - 1 300 000; Plein temps

Résumé du poste

Goldman Tech Resourcing in Pretoria seeks an experienced Service Delivery Manager (Team Lead) to oversee software service delivery and strengthen client relationships. You will lead a delivery team, manage SLAs, KPIs and ITIL-aligned processes while driving continuous improvement.

Applicants should have 5+ years in IT software/service delivery and 3+ years in people management, with strong communication, leadership and reporting skills.

Qualifications

• A tertiary qualification in IT, Information Systems, or Business is preferred.
• ITIL Foundation certification is required; Intermediate/Expert is advantageous.

Responsabilités

• Oversee end-to-end service delivery for clients and platforms, including support and project services.
• Ensure delivery aligns with SLAs, KPIs and contractual obligations.
• Act as primary escalation point for major incidents and client concerns.
• Manage incident, problem and change processes per ITIL practices.
• Monitor service performance, analyse trends and implement corrective actions.
• Lead and mentor the customer team, including performance management and development.
• Ensure resource allocation, workload balance and team wellbeing.
• Identify opportunities for service optimisation, automation and process improvement.
• Support budget management, cost control, forecasting and resource utilisation.

Connaissances

Leadership

Client relations

ITIL

SaaS delivery

Stakeholder mgmt

Formation

Bachelor's degree in IT / Information Systems / Business

Description du poste

Goldman Tech Resourcing in Pretoria seeks an experienced Service Delivery Manager (Team Lead) to oversee software service delivery and strengthen client relationships. You will lead a delivery team, manage SLAs, KPIs and ITIL-aligned processes while driving continuous improvement.

Applicants should have 5+ years in IT software/service delivery and 3+ years in people management, with strong communication, leadership and reporting skills.