Re-Advert - Sap Operations Manager - Service Delivery

Gijima; South Africa; On-site; ZAR 420,000 - 550,000; Full time

Job summary

Gijima in Johannesburg is seeking a Service Delivery Supervisor to lead daily service delivery activities across our Managed Services operations. You will guide a team, manage escalations, and ensure service levels are met while maintaining a customer-focused approach.

You will use Power BI and Microsoft Excel to monitor performance, generate insights, and drive continuous improvements. The role requires hands-on leadership, strong organisation, and the ability to thrive in a fast-paced

Qualifications

• Experience leading service delivery teams in a fast-paced environment.
• Proven ability to manage escalations and maintain service levels.
• Strong coaching and mentoring skills with a focus on continuous improvement.

Responsibilities

• Lead and coordinate daily service delivery activities and ensure SLAs are met.
• Oversee alarms, alerts, work entry, and escalation across Managed Services functions.
• Provide coaching and real-time feedback to team members.
• Manage customer escalations and ensure effective resolution.
• Produce operational reporting and performance insights using Power BI and Excel.

Skills

Team leadership

Operational management

Customer focus

Analytical thinking

Tools

Power BI

Microsoft Excel

Job description

Service Delivery Supervisor (Johannesburg, South Africa)

Service Delivery Supervisor
Johannesburg, South Africa
Are you a hands-on service delivery professional who thrives in a fast-paced operational environment? Do you enjoy leading teams, driving service excellence, and finding practical solutions to complex challenges?
We're looking for a Service Delivery Supervisor to join our Johannesburg Centre of Excellence and play a key role in ensuring exceptional service delivery across our Managed Services operation. This is an exciting opportunity for someone who combines strong leadership skills with a passion for operational performance, customer satisfaction, and continuous improvement.
Reporting to the Managed Services Manager - Media & Application Support , you will help lead daily operations, support and develop team members, manage escalations, and ensure service commitments are consistently achieved.
What You'll Be Doing
As a Service Delivery Supervisor, you'll be at the centre of our day-to-day service operations, ensuring customers receive reliable, high-quality support while enabling your team to perform at their best.
Key Responsibilities
· Lead and coordinate daily service delivery activities, ensuring work is effectively assigned, monitored, and completed within agreed service levels.
· Oversee alarm, alert, work entry, and escalation activity across Managed Services functions including:
o Wetstock
o Compliance
o Forecourt
o Media
o Application Support
· Provide coaching, guidance, and real-time feedback to team members through one-to-ones, team huddles, and daily interactions.
· Manage and support service escalations, ensuring issues are routed appropriately and driven through to resolution.
· Promote operational excellence by reinforcing standard processes and identifying risks that could impact service delivery.
· Monitor workload, service performance, quality metrics, and trends to proactively address gaps and improve outcomes.
· Collaborate with internal teams and external partners to remove blockers and maintain efficient service flow.
· Support onboarding, training, and ongoing development activities to ensure team readiness and capability.
· Escalate recurring issues and process concerns with clear recommendations for resolution.
· Contribute to continuous improvement initiatives by identifying opportunities to enhance efficiency, quality, and customer experience.
· Produce operational reporting and performance insights using Power BI and Microsoft Excel.
Experience & Skills
You will ideally have experience:
· Supervising or coordinating service delivery, service desk, support, or managed services teams.
· Managing daily operational activities and helping teams achieve service level commitments.
· Monitoring incident, alert, escalation, and work management processes.
· Supporting the triage, routing, and resolution of incidents and customer requests.
· Working with internal stakeholders and external partners to deliver customer-focused outcomes.
· Supporting customer deployments, implementation activities, and transitions into support operations.
· Tracking service performance measures and identifying operational risks and trends.
· Developing and maintaining process documentation, workflows, and operating procedures.
· Coaching, onboarding, and mentoring team members.
· Driving process consistency and continuous improvement initiatives.
· Using Power BI and Microsoft Excel to analyse data, identify trends, and generate performance insights.
Personal Attributes
You are:
· A confident and approachable people leader.
· Highly organised with strong attention to detail.
· Calm under pressure and comfortable managing competing priorities.
· Customer-focused with excellent communication skills.
· Analytical and data-driven in your decision-making.
· Passionate about continuous improvement and operational excellence.
Why Join Us?
This is an opportunity to play a critical leadership role within a growing Managed Services organisation where you'll have the chance to:
· Lead and develop a high-performing team.
· Influence service quality and customer experience.
· Work with a diverse range of technologies and service areas.
· Drive operational improvements and business performance.
· Build your leadership career within a dynamic and collaborative environment.
If you're passionate about service excellence, operational leadership, and helping teams succeed, we'd love to hear from you.
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