IT Service Delivery Manager

Believe Resourcing; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading global BPO company in Cape Town is seeking an experienced IT Service Delivery Manager to oversee large-scale IT service delivery across multiple technology platforms. The ideal candidate will have 8–12 years of experience in managing operations and must be fluent in cloud technologies. Join a dynamic team that values client satisfaction and operational excellence in a high-demand environment.

Qualifications

• 8–12 years managing IT service delivery and call centre operations.
• Proven capability to engage with clients and gather requirements.
• Experience with contact centre platforms like Avaya, Genesys, Cisco.

Responsibilities

• Oversee end‑to‑end IT service delivery for enterprise clients.
• Monitor SLAs, manage escalations and major incidents.
• Design and deploy solutions across cloud and networking.

Skills

Cloud technologies (AWS, Azure, GCP)

Client‑Facing Ability

Strong networking fundamentals (A+, Network+)

Education

Bachelor’s degree (B.E./B.Tech preferred)

Tools

ITIL/ITSM

MS Project

Visio

Job description

Location: Cape Town

Employment Type: Full-Time | Onsite

Working Hours: Must be willing to work US working hours (2pm – 11pm).

Salary: R60000 - R65000 Per Month

About Our Client

Our client is a leading global Business Process Outsourcing (BPO) and digital transformation company that partners with some of the world’s most recognised brands.

About the Role

We are seeking an experienced IT Service Delivery Manager to join our client’s award-winning Global Technology Team. The successful candidate will be responsible for managing large-scale IT service delivery operations, ensuring optimal performance, service quality, and client satisfaction across multiple technology platforms.

This role requires a hands‑on leader with deep technical understanding, client‑facing experience, and the ability to drive operational excellence in a high‑demand, global environment.

Key Responsibilities

• Client Account Management: Oversee end‑to‑end IT service delivery for enterprise clients (800+ seats). Lead service reviews (MBR/QBR) and maintain strong client relationships.
• Service Excellence: Monitor SLAs, manage escalations and major incidents, implement continuous improvements, and ensure operational efficiency.
• Technology Implementation: Design and deploy solutions across cloud (AWS, Azure, GCP), networking, and contact centre platforms (Avaya, Genesys, Cisco, Five9).
• Governance & Compliance: Ensure compliance with IT security, data privacy, and regulatory requirements. Work closely with audit and compliance teams.
• Stakeholder Engagement: Communicate effectively at all levels, providing consultative and solution‑oriented guidance to clients and internal teams.

Required Experience & Skills

• Experience: 8–12 years managing IT service delivery and call centre operations for large enterprise environments (800+ seats).
• Technical Skills:
  • Cloud technologies (AWS, Azure, GCP) and service models (IaaS, PaaS, SaaS).
  • Strong networking fundamentals (A+, Network+), including troubleshooting and IT support.
  • Experience with contact centre platforms such as Avaya, Genesys, Cisco, or Five9.
• Frameworks & Tools: Familiarity with ITIL/ITSM, project management methodologies, MS Project, and Visio.
• Client‑Facing Ability: Proven capability to engage with clients, gather requirements, and translate needs into tailored IT solutions.

Qualifications

• Bachelor’s degree (B.E./B.Tech preferred).
• Relevant certifications such as ITIL/ITSM, PMP, or Cloud (AWS, Azure) certifications are advantageous.

Core Competencies

• Excellent communication and stakeholder management skills.
• Strong analytical and problem‑solving capabilities.
• Customer‑centric mindset with a focus on quality and results.
• Proven ability to drive value, efficiency, and cost optimisation across large operations.