Senior Enterprise Service Delivery Leader

Be Different; Centurion; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Be Different is seeking a strategic Service Delivery leader to guide a high-performing team of client-aligned SDMs across multiple enterprise accounts. The role emphasizes ownership of complex service governance, executive communication during escalations, and delivery of measurable improvements in service performance and efficiency.

The ideal candidate has leadership experience in enterprise IT operations, familiarity with ITIL-aligned practices, and a proven track record of driving service

Qualifications

• Leadership of SDMs across enterprise accounts
• Ownership of SLA-driven governance and performance
• Experience handling major client escalations with executive communication
• Engagement with senior client stakeholders (CIO/CTO)
• Knowledge of ITIL-aligned service management and governance
• Experience in complex/regulated enterprise environments
• Certifications in ITIL/COBIT/PMP/PRINCE2 are valued

Responsibilities

• Led SDMs across multiple enterprise clients; clarified team size and portfolio complexity
• Diagnosed deteriorations in service performance and drove corrective governance
• Managed serious client escalations with executive communication and cross-functional recovery
• Introduced consistent service governance, reporting or standards across accounts
• Defined acceptance criteria and stopped incomplete handover/support models
• Managed service issues involving service credits, margin or contractual exposure
• Developed or performance-managed SDMs to raise capability and consistency
• Delivered measurable service, customer or efficiency improvements from recurring issues

Skills

ITIL service management

Leadership

Stakeholder engagement

Commercial awareness

Executive escalations

Observability/AIOps

Service governance

Education

Tertiary qualification or equivalent

ITIL 4 Foundation

Job description

Be Different is seeking a strategic Service Delivery leader to guide a high-performing team of client-aligned SDMs across multiple enterprise accounts. The role emphasizes ownership of complex service governance, executive communication during escalations, and delivery of measurable improvements in service performance and efficiency.

The ideal candidate has leadership experience in enterprise IT operations, familiarity with ITIL-aligned practices, and a proven track record of driving service