Remote IT Service Delivery Manager | SLA & Client Success

Placements24; Benoni; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Performance-based bonus

Medical aid

Retirement benefits

Remote-friendly role

Job summary

Placements24 is recruiting a proactive Service Delivery Manager to ensure efficient IT service delivery to clients, with optional fully remote work. You will oversee SLAs, ITIL-aligned processes, and client relationships while leading a team and managing budgets.

The ideal candidate brings 7+ years in IT service delivery/operations, 3+ years in leadership, strong ITSM knowledge, and excellent communication skills.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Minimum of 7 years of experience in IT service delivery or IT operations management, with at least 3 years in a management role.
• Proven experience managing SLAs and delivering IT services to external clients.
• In-depth knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Excellent leadership, communication, and client relationship management skills.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Experience managing IT operational budgets and resource allocation.

Responsibilities

• Manage the end-to-end delivery of IT services to clients, ensuring services meet SLAs and quality standards.
• Develop, implement, and continuously improve IT service management processes based on ITIL or similar frameworks.
• Act as the primary point of contact for key clients regarding service delivery, resolving issues and managing expectations.
• Monitor service performance, analyze data, and produce regular reports on service levels, availability, and customer satisfaction.
• Lead and mentor a team of service delivery professionals, fostering a culture of excellence and continuous improvement.
• Manage operational budgets for service delivery, ensuring cost-effectiveness and resource optimization.
• Identify and mitigate risks associated with service delivery, developing proactive solutions.
• Collaborate with sales, account management, and technical teams to ensure seamless service transitions and client support.
• Drive innovation in service delivery, exploring new technologies and methodologies to enhance client value.
• Conduct regular service review meetings with clients to assess performance and identify opportunities for service enhancement.

Skills

Leadership

Communication

Client relationship management

Data-driven

Budget management

Education

Bachelor's degree (CS/IT/Business Admin)

Tools

ITIL Foundation certification

PMP certification

Job description

Placements24 is recruiting a proactive Service Delivery Manager to ensure efficient IT service delivery to clients, with optional fully remote work. You will oversee SLAs, ITIL-aligned processes, and client relationships while leading a team and managing budgets.

The ideal candidate brings 7+ years in IT service delivery/operations, 3+ years in leadership, strong ITSM knowledge, and excellent communication skills.