Senior Service Delivery Manager

Hire Far Out; Pretoria; On-site; ZAR 700,000 - 900,000; Full time

Job summary

Hire Far Out in Pretoria is seeking a Senior Service Delivery Manager to own IT service delivery for key client platforms. You will lead a dedicated team, ensuring operational excellence and continuous service improvement.

With over 7 years in IT Service Delivery, you will balance strategic priorities with operational demands while acting as the primary escalation point for client concerns. The role offers an opportunity to drive service optimization and enhance team performance.

Qualifications

• 7+ years' experience in IT Service Delivery or IT Operations.
• 3+ years' experience in a people management or team lead capacity.
• Proven track record of managing SLAs, KPIs, and client-facing service dashboards.

Responsibilities

• Own end-to-end service delivery for assigned clients.
• Drive incident, problem, and change management processes.
• Lead regular service reviews and present performance reports.

Skills

IT Service Delivery

People Management

ITIL Frameworks

Service Optimization

Job description

Own end-to-end service delivery and lead a high-performing client team

Take end-to-end ownership of service delivery while leading a team.

Role Overview

An international technology and SaaS provider is seeking a Senior Service Delivery Manager to take ownership of IT service delivery for key client platforms.

You will combine strategic service ownership with active people leadership, ensuring operational excellence and continuous service improvement. Acting as the primary escalation point, you will balance operational demands with strategic priorities, mentor a dedicated service delivery team, and maintain strong alignment between client business needs and service output.

Key Responsibilities

• Own end-to-end service delivery for assigned clients and platforms, ensuring execution meets SLAs, KPIs, and contractual obligations.
• Drive incident, problem, and change management processes in alignment with ITIL frameworks.
• Act as the primary escalation point to resolve major incidents, mitigate service risks, and address client concerns.
• Lead regular service reviews and present performance reports, trend analyses, and improvement plans to senior stakeholders.
• Support commercial processes, including budget management, capacity planning, service transitions, and contract scope changes.
• Identify and implement opportunities for service optimisation, automation, and continuous process improvement.
• Lead, coach, and mentor the service delivery team, managing performance, goal-setting, and resource allocation.

Qualifications & Experience

• 7+ years' experience in IT Service Delivery or IT Operations.
• 3+ years' experience in a people management or team lead capacity.
• Proven track record of managing SLAs, KPIs, and client-facing service dashboards within an IT, SaaS, or managed services environment.
• Deep technical understanding of ITIL frameworks, specifically covering Incident, Problem, Change, and Service Level Management.
• Demonstrated experience executing service delivery strategies in fast-paced or high-availability IT environments.