National Service Delivery Manager

Datacentrix; Gauteng; On-site; ZAR 900 000 - 1 200 000; Full time

Job summary

A leading IT service management firm in South Africa is seeking a National Service Delivery Manager to oversee service delivery across all business lines. This role focuses on building relationships, driving service excellence, and ensuring compliance with governance and quality standards. Ideal candidates will have extensive experience in service delivery management and strong leadership skills. This is a fixed-term contract position aiming to enhance operational efficiency and customer satisfaction.

Qualifications

• Matric plus relevant Bachelor's Degree or Diploma in Information Technology or Business Management.
• 8–10 years' experience in Service Delivery Management, with 5 years in a Senior Leadership role.
• Strong knowledge of Risk Management, Governance, and Compliance frameworks.

Responsibilities

• Manage relationships with clients and stakeholders to ensure customer satisfaction.
• Oversee delivery of services per SLAs and performance metrics.
• Lead service improvement initiatives to enhance quality.

Skills

Stakeholder management

Leadership

Communication skills

Analytical skills

Problem-solving

Negotiation

Attention to detail

Education

Bachelor's Degree or Diploma in Information Technology or related field

Tools

ISO standards

ITIL

Job description

Datacentrix is looking for a National Service Delivery Manager.

This is a fixed term contract.

The National Service Delivery Manager is responsible for overseeing the effective delivery of services across all business lines, ensuring alignment with organisational objectives, customer expectations and contractual Service Level Agreements (SLAs).

This role focuses on building and maintaining strong client relationships, driving service excellence and ensuring compliance with governance, risk and quality standards, including ISO principles.

Qualifications and Experience :

• Matric plus relevant Bachelor's Degree or Diploma in Information Technology, Business Management, or related field.
• Minimum of 8–10 years' experience in Service Delivery Management, including 5 years in a National or Senior Leadership capacity.
• Strong knowledge of Risk Management, Governance, and Compliance frameworks.
• Proven experience in managing large-scale service delivery operations and maintaining customer satisfaction.
• Working knowledge and practical application of ISO standards (e.g., ISO , ISO ).
• Experience in contract and SLA management .

Key Responsibilities :

• Establish, manage, and maintain effective relationships with key clients and internal stakeholders to ensure customer satisfaction and service excellence.
• Oversee the delivery of contracted services in alignment with agreed SLAs and performance metrics.
• Ensure that service delivery processes are standardised, efficient, and aligned with best practice frameworks.
• Lead the development and implementation of service improvement initiatives to enhance quality and customer experience.
• Manage risk, governance, and compliance processes to ensure adherence to organisational policies and regulatory requirements.
• Implement and monitor continuous improvement initiatives in line with ISO principles and standards.
• Conduct regular service reviews and performance reporting to identify trends, issues, and opportunities for improvement.
• Collaborate with business units to ensure resource optimisation and operational efficiency.
• Lead, coach, and mentor service delivery teams to maintain high performance and accountability.
• Act as the primary escalation point for any service-related issues and ensure timely resolution.

Skills and Competencies :

• Exceptional stakeholder management and relationship-building skills.
• Strong leadership and team management abilities.
• Excellent communication, negotiation, and presentation skills.
• Analytical and problem-solving mindset with attention to detail.
• Sound understanding of business processes and service management frameworks (e.g., ITIL).
• Ability to work under pressure and manage multiple priorities simultaneously.
• High level of professionalism, integrity, and accountability.

Key Performance Indicators (KPIs) :

• Achievement of SLA and performance targets.
• Customer satisfaction and retention rates.
• Compliance with governance, risk, and ISO standards.
• Implementation of service improvement initiatives.
• Operational efficiency and cost management.