IT Service Delivery Manager

DataTech Recruitment; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading recruitment firm is seeking an IT Service Delivery Manager in Cape Town to enhance IT service delivery across enterprise environments. This hands-on position requires a candidate with strong client management skills, experience in ITIL frameworks, and a proven track record of ensuring client satisfaction and operational excellence. You will lead a team in managing incidents, optimizing service quality, and driving performance improvements, while maintaining strong client relationships.

Qualifications

• 2+ years’ experience in Service Delivery or IT Operations Management.
• Strong understanding of SLA-driven environments and ITIL frameworks.
• Proven ability to manage client escalations and complex issues.

Responsibilities

• Oversee client-facing tickets and incident management.
• Track SLAs, KPIs, and incident trends for reporting.
• Implement performance improvements in service desk operations.

Skills

Client Relationship Management

Incident & Ticket Management

Reporting & Delivery Oversight

Service Optimisation

Risk Management

Cross-functional Collaboration

Tools

AutoTask

Zendesk

Job description

IT Service Delivery Manager required in Cape Town.

Are you an experienced Service Desk Manager in Cape Town, who knows how to keep clients happy and teams running like clockwork? Do you thrive in fast-paced environments where no two days look the same?

This is your chance to take the lead on high-impact IT service delivery across enterprise environments, where client satisfaction, incident resolution, and strategic reporting sit at the heart of what you do.

We’re looking for a hands-on IT Service Desk Manager with strong service delivery experience, excellent communication skills, and the confidence to take full ownership of incidents, escalations, and continuous improvement initiatives.

You’ll lead a team that supports business-critical systems, work closely with clients, and ensure the smooth running of ticketing, onboarding, reporting, and SLA-driven operations.

Type: Permanent – Hybrid.

Salary: Up to R40k per month.

What you’ll be doing:

Client Relationship Management:

• Build and maintain strong client relationships, setting expectations and managing escalations
• Act as a trusted advisor, identifying opportunities to improve service and strengthen partnerships

Incident & Ticket Management:

• Oversee all client-facing tickets, ensuring fast and effective resolution
• Lead critical incident response, keeping clients informed and teams aligned
• Document and improve post-incident processes

Reporting & Delivery Oversight:

• Track and report on SLAs, KPIs, onboarding milestones, and incident trends
• Produce timely, error-free reports for both clients and internal stakeholders

Service Optimisation:

• Identify and drive performance improvements across service desk operations
• Implement and monitor tools and frameworks to maintain high service quality

Team & Cross-functional Collaboration:

• Work closely with internal support, technical, and onboarding teams
• Ensure a seamless client journey from onboarding to ongoing support

Billing & Compliance:

• Oversee accurate billing data across all reporting cycles
• Ensure data integrity and alignment with client contracts

Risk Management:

• Proactively identify risks or service gaps
• Take action before small issues become big problems

What we’re looking for:

• 2+ years’ experience in a Service Delivery, Customer Success, or IT Operations Management role
• Deep understanding of SLA-driven service environments, ITIL frameworks, and best practices
• Strong working knowledge of ticketing tools like AutoTask, Zendesk, or similar
• Proven ability to handle client-facing escalations and resolve complex issues
• Excellent communicator – clear, calm, and confident in both technical and non-technical conversations
• Strategic thinker who’s also comfortable getting stuck in and solving day-to-day issues
• Detail-focused and committed to delivering high-quality service and reporting
• Strong time management and task prioritisation under pressure
• Passionate about people, service, and building lasting client partnerships

What success looks like:

• Consistently delivering services within SLA targets
• CSAT score of 90%+
• Reduced escalations through early risk detection
• Clear and timely communication during incidents
• Seamless onboarding for new clients with a 90%+ on-time completion rate
• At least two meaningful service improvements per quarter
• Clean, accurate billing and reporting
• Strong client and internal team relationships

Ready to take the lead?

If you’re a natural problem-solver who thrives in client-facing environments, we’d love to connect with you. Bring your energy, ownership, and strategic mindset – and help shape the future of IT service delivery in South Africa.