Senior Service Delivery Manager

Hcltech; Johannesburg; On-site; ZAR 600 000 - 1 000 000; Full time

Job summary

An established industry player is seeking a driven IT Service Delivery Manager to lead a large team and enhance service delivery. This role involves managing application and cloud infrastructure support, ensuring high levels of customer satisfaction, and overseeing P&L management. The ideal candidate will have strong leadership, client-facing skills, and experience in managing IT support engagements. Join a dynamic environment where your contributions will significantly impact service quality and customer engagement, driving innovation and improvement across the board.

Qualifications

• Proven expertise managing IT Application & Infrastructure support engagements.
• Strong client-facing and leadership skills are essential.

Responsibilities

• Lead a team of 50+ support resources and manage service delivery.
• Enhance client engagement and end customer satisfaction.

Skills

IT Application & Infrastructure support management

SAP

JIRA

Azure DevOps

ITIL certification

PMP certification

Presentation skills

Negotiation skills

Client-facing skills

Leadership

Tools

JIRA

Azure DevOps

Job description

Looking for a driven IT Service Delivery Manager who can improve overall service delivery and end customer satisfaction.

Job Responsibilities

• Lead a team of 50+ application and cloud infrastructure support resources.
• Client and HCLtech stakeholder management at VP and Director level.
• P&L management for the account.
• Day-to-day hands-on management of service delivery which includes:
• End-User support.
• Ticket resolution.
• Development of enhancements.
• Support for a multiyear S/4 HANA transformation program (baseline config, development, basis & security support, etc.).
• Basis and Infrastructure Monitoring.
• Improve the following aspects of service delivery:
• Client engagement / end customer satisfaction.
• Implement recurring Hackathon, Innovation, and automation.
• Implement attrition management POC tool.
• Quality of RCCA’s.
• Development of meaningful KPI / metrics & Dashboarding.
• Foster a culture of responsiveness and transparency.

Skills

• Proven expertise managing IT Application & Infrastructure support engagements.
• Technology expertise in SAP, JIRA, Azure DevOps, or similar.
• ITIL or PMP certification desired.
• Chemicals and/or Mining industry exposure.
• Strong presentation & negotiation skills.
• Transparent.
• Strong client-facing skills.
• High energy leader.
• Exposure to Arbinger’s “outward mindset” considered an advantage but not required.