Remote IT Service Delivery Manager | Lead & Optimize SLAs

Insideout

South Africa

Hybrid

ZAR 480,000 - 960,000

Full time

5 days ago

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Benefits offered by this job

Performance-based bonus

Medical aid

Retirement benefits

Remote-friendly environment

Job summary

Insideout is seeking a seasoned Service Delivery Manager in Gauteng to lead IT service delivery for external clients. The role supports remote/hybrid work, manages SLAs, and drives performance improvements with a focus on customer satisfaction and efficiency.

A competitive package includes a performance bonus and retirement benefits. The successful candidate will have 7+ years in IT service delivery or IT operations, ITIL (and PMP) certs, strong leadership, and proven ability to manage complex

Qualifications

Bachelor's degree in a related field.
7+ years in IT service delivery or IT operations management.
Proven experience managing SLAs and external client services.
Strong ITSM knowledge, leadership, and data-driven decision making.

Responsibilities

Manage end-to-end delivery of IT services to clients, ensuring SLAs and quality.
Develop and improve IT service management processes based on ITIL.
Act as primary contact for key clients on service delivery.
Monitor performance, analyze data, and report on SLAs and satisfaction.
Lead and mentor a team of service delivery professionals.
Manage budgets and resource allocation for service delivery.
Identify risks and develop proactive mitigations.
Collaborate with sales, account management, and technical teams.
Drive innovation in service delivery and conduct regular service reviews.