Senior Buyer - Strategic Sourcing & Global Procurement

Mintek; Gauteng; On-site; ZAR 420,000 - 540,000; Full time

Job summary

Mintek is seeking a Service Delivery Supervisor in Johannesburg to manage day-to-day service operations within the Managed Services function. You will lead teams, handle escalations, and ensure consistent service commitments are met.

You will coach staff, monitor performance metrics, and drive continuous improvement in collaboration with internal teams and partners. This role emphasizes operational excellence and customer satisfaction in a dynamic environment.

Qualifications

• Experience supervising or coordinating service delivery teams.
• Proven ability to manage daily operational activities and service level commitments.
• Experience monitoring incident, alert, escalation, and work management processes.

Responsibilities

• Lead and coordinate daily service delivery activities within agreed service levels.
• Oversee alarm, alert, work entry, and escalation activity across Managed Services.
• Provide coaching and feedback through one-to-ones and team huddles.
• Produce operational reporting and performance insights using Power BI and Excel.

Skills

Team leadership

Service delivery

Incident management

Escalation management

Operational analytics

Power BI

Microsoft Excel

Tools

Power BI

Microsoft Excel

Job description

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:
• Wetstock
• Compliance
• Forecourt
• Media
• 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

• 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.