Senior Project Manager - IT Service Delivery

Placements24; East London; Hybrid; ZAR 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Performance bonuses

Medical aid

Retirement fund

ITIL training

Career growth

Job summary

Placements24 is seeking a Senior Project Manager to lead IT service delivery initiatives in East London. You will drive ITIL-aligned processes, manage complex service delivery projects, and collaborate with clients and internal teams to ensure high-quality IT services.

The ideal candidate has 7+ years in IT project management, ITIL expertise, and hands-on experience with ServiceNow or Jira Service Management.

Qualifications

• Minimum 7 years IT project management with service delivery focus.
• Experience implementing ITIL in large environments.
• Proficient with ITSM tools such as ServiceNow or Jira Service Management.

Responsibilities

• Lead IT service delivery projects and drive improvements.
• Develop and implement ITSM processes (incident, problem, change, etc.).
• Manage timelines, budgets, and resources.
• Collaborate with technical teams, account managers, and clients.
• Oversee new IT services and tools deployments.
• Identify and mitigate delivery risks.
• Present status reports and metrics to senior management.
• Ensure SLAs are met and client expectations.
• Mentor project team members and foster service excellence.

Skills

ITSM

ITIL

PM

Stakeholder Mgmt

Leadership

Communication

Education

Bachelor's degree in IT/CS/Business

ITIL Foundation

PMP

Tools

ServiceNow

Jira Service Management

Job description

About the Role

Our client, a leading provider of IT managed services, is seeking a Senior Project Manager to lead IT Service Delivery initiatives in East London . This role is critical in ensuring the consistent and efficient delivery of IT services to our diverse client base. You will be responsible for managing projects related to service improvement, process optimization, and the implementation of new service offerings. The ideal candidate will possess a strong understanding of IT Service Management (ITSM) frameworks, such as ITIL, coupled with robust project management skills and a proven ability to manage complex service delivery projects. This is an excellent opportunity to contribute to the strategic growth of our client's service delivery capabilities and to enhance client satisfaction within the Eastern Cape region. We are looking for a strategic thinker with exceptional organizational and communication skills, who can effectively lead teams, manage stakeholder expectations, and drive continuous improvement in service operations. The role requires a proactive approach to problem-solving and a commitment to delivering high-quality IT services.

Key Responsibilities

• Lead and manage projects focused on improving IT service delivery, efficiency, and client satisfaction.
• Develop and implement IT Service Management (ITSM) processes and best practices (e.g., incident, problem, change management).
• Manage project timelines, budgets, and resources effectively to ensure successful project completion.
• Collaborate with technical teams, account managers, and clients to understand service requirements and challenges.
• Oversee the implementation of new IT services, tools, and technologies to enhance service delivery capabilities.
• Identify and mitigate risks associated with service delivery projects.
• Develop and present project status reports, performance metrics, and recommendations to senior management.
• Ensure compliance with service level agreements (SLAs) and client expectations.
• Drive continuous improvement initiatives within the service delivery framework.
• Mentor and guide project team members, fostering a culture of service excellence and accountability.

Requirements

• Minimum of 7 years of experience in IT project management, with a strong focus on IT Service Delivery and ITSM.
• Proven experience managing projects related to ITIL implementation, service improvement, or managed services.
• In-depth knowledge of ITIL v3 or v4 frameworks and their practical application.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar.
• Strong understanding of IT infrastructure, networking, and cloud technologies is beneficial.
• Excellent leadership, communication, problem-solving, and stakeholder management skills.
• ITIL Foundation certification required; ITIL Practitioner or Expert certifications are highly desirable.
• PMP certification is a plus.
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Ability to work effectively in a Hybrid environment, balancing on-site collaboration with remote work flexibility.

Benefits

• Competitive salary package and potential for performance-driven bonuses.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for advanced training, ITIL certifications, and professional development.
• Exposure to a wide range of IT services and client environments.
• Generous leave allowance and company holiday schedule.
• A collaborative and supportive work culture focused on client success.
• Modern office facilities located conveniently in East London .
• Career growth opportunities within a leading managed IT services provider.
• Contribution to shaping the future of IT service delivery in the region.
• Access to cutting-edge ITSM tools and technologies.