It Service Delivery Lead: Sla & Client Success

Ilaunch; South Africa; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

Ilaunch in Sandton, Gauteng is seeking an experienced Operations Lead to manage and enhance service delivery operations, overseeing a team and driving continuous improvement in a fast-paced tech environment.

You will shape delivery strategy, monitor KPIs, and collaborate with sales, project management and technical teams to ensure client satisfaction while optimizing resources and budgets.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or related field.
• Minimum of 6 years in operations management or service delivery leadership in technology.
• Proven experience leading teams and driving service delivery improvements.

Responsibilities

• Lead and manage day-to-day service delivery operations in Sandton.
• Oversee workflows to ensure timely, high-quality service delivery.
• Develop strategies to enhance service quality, efficiency, and customer satisfaction.
• Mentor and develop service delivery professionals to achieve high performance.
• Monitor KPIs and implement corrective actions as needed.
• Collaborate with sales, project management and technical teams for seamless engagements.
• Manage resources including staffing and budget allocations.
• Identify opportunities for process improvement and implement best practices.
• Act as escalation point for client issues and resolution.
• Contribute to strategic planning for operational growth.

Skills

Leadership

Service delivery

Operational optimization

Strategic thinking

Stakeholder mgmt

Education

Bachelors in Bus Admin/IT

Job description

Our client, a rapidly expanding technology services firm, is seeking an experienced and dynamic Operations Lead to manage and enhance their service delivery operations in the prestigious Sandton, Gauteng area. This leadership position is crucial for ensuring the seamless and efficient provision of high-quality services to a diverse client base. The Operations Lead will be responsible for overseeing operational workflows, managing a team of service delivery professionals, and driving initiatives for continuous improvement. The ideal candidate will possess strong leadership qualities, a deep understanding of service delivery methodologies, and a proven track record of optimizing operational performance. You will play a pivotal role in shaping our client's service delivery strategy and ensuring client satisfaction. We are looking for a proactive and strategic thinker who thrives in a fast-paced, client-focused environment. This is an exceptional opportunity to lead operations within a leading tech company in Sandton .

About the Role

Our client, a rapidly expanding technology services firm, is seeking an experienced and dynamic Operations Lead to manage and enhance their service delivery operations in the prestigious Sandton, Gauteng area. This leadership position is crucial for ensuring the seamless and efficient provision of high-quality services to a diverse client base. The Operations Lead will be responsible for overseeing operational workflows, managing a team of service delivery professionals, and driving initiatives for continuous improvement. The ideal candidate will possess strong leadership qualities, a deep understanding of service delivery methodologies, and a proven track record of optimizing operational performance. You will play a pivotal role in shaping our client's service delivery strategy and ensuring client satisfaction. We are looking for a proactive and strategic thinker who thrives in a fast-paced, client-focused environment. This is an exceptional opportunity to lead operations within a leading tech company in Sandton .

Key Responsibilities

• Lead and manage the day-to-day operations of the service delivery team in Sandton .
• Oversee operational workflows, ensuring timely and effective service provision to clients.
• Develop and implement strategies to enhance service quality, efficiency, and customer satisfaction.
• Manage and mentor a team of service delivery professionals, fostering a high-performance culture.
• Monitor key performance indicators (KPIs) and operational metrics, implementing corrective actions as needed.
• Collaborate with sales, project management, and technical teams to ensure seamless client engagements.
• Manage operational resources, including staffing and budget allocation.
• Identify opportunities for process improvement and implement best practices in service delivery.
• Act as a point of escalation for client issues, ensuring prompt and effective resolution.
• Contribute to strategic planning for operational growth and service expansion.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 6 years of experience in operations management or service delivery leadership, preferably in the technology sector.
• Proven experience