Senior Service Delivery & Operations Manager

iOCO; Gauteng; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

iOCO is seeking a Delivery Manager to ensure successful delivery and operational performance of contracted projects, while upholding commitments to customers. You will lead professional services teams, manage risks, and drive service excellence across accounts.

You will act as the primary customer contact, monitor KPIs and SLAs, and spearhead continuous improvement initiatives, including automation and efficiency gains.

Qualifications

• 7–10 years of experience in service delivery/IT ops.
• At least 3 years in Delivery Manager or similar role.
• Proven experience with SLAs, KPIs, and service performance.
• Experience coordinating cross-functional teams.
• Experience with major incidents and continuous improvement.
• Experience presenting delivery reports and governance updates.
• Knowledge of governance, risk, compliance, security, and quality frameworks.
• Exposure to cloud, infra, cybersecurity, or managed services advantageous.
• Bachelor's or diploma in IT/Business/Engineering or related field.
• Professional certifications (ITIL, PM) advantageous.

Responsibilities

• Oversee day-to-day delivery and operational performance of the professional services teams across accounts.
• Ensure contracted projects and customer commitments are delivered effectively.
• Monitor service quality, risks, and compliance with agreed standards.
• Coordinate teams to achieve delivery objectives and resolve operational challenges.
• Identify, manage, and report operational, commercial, and delivery risks.
• Act as the primary customer contact and maintain strong stakeholder relationships.
• Monitor KPI, and contractual performance, managing expectations and escalations.
• Lead internal service reviews of the professional services teams’ performance, drive improvements, and support customer retention and growth.
• Drive operational efficiency, automation, and delivery improvement initiatives.
• Use performance data and customer feedback to enhance delivery.
• Promote standardisation, resilience, innovation, and continuous improvement
• Manage budgets, costs, profitability, and resource utilisation.
• Support forecasting, billing validation, and financial reporting.
• Identify commercial risks and implement actions to improve profitability and efficiency.
• Lead, develop, and manage managers and employees within the business unit.
• Drive employee engagement, performance, accountability, and capability development.
• Ensure effective workforce planning, succession planning, and talent development.
• Ensure compliance with legal, contractual, security, and company requirements.
• Maintain governance controls, reporting, and operational standards.
• Support audits, compliance reviews, and risk mitigation activities

Skills

Delivery management

Client services

IT operations

Managed services

Governance & compliance

KPI reporting

Cross-functional coordination

Vendor management

Incident management

Continuous improvement

Education

Bachelor's degree or diploma in IT / Business

Tools

ITIL certification

Project management

Job description

iOCO is seeking a Delivery Manager to ensure successful delivery and operational performance of contracted projects, while upholding commitments to customers. You will lead professional services teams, manage risks, and drive service excellence across accounts.

You will act as the primary customer contact, monitor KPIs and SLAs, and spearhead continuous improvement initiatives, including automation and efficiency gains.