Service Delivery Lead

Kurtosys; Wes-Kaap; On-site; ZAR 600,000 - 1,000,000; Full time

Job summary

Kurtosys in South Africa is seeking a senior technical delivery leader responsible for owning support and managed services across APAC/EMEA/US. You'll lead a team toward 24/5 coverage while maintaining SLA and resolving complex issues.

The role suits senior specialists in technical support or software engineering with hands-on skills in SQL/APIs and experience coaching others. You will collaborate with product and engineering to expand self-service options and drive efficiency.

Qualifications

• 7–10 years in technical support or related engineering roles.
• Proven end-to-end ownership of technical delivery.
• Hands-on experience with SQL, JSON/XML/CSV, and APIs.
• Coaching aptitude and interest in people leadership.
• Improvement-minded and proactive in service delivery.

Responsibilities

• Own support delivery end-to-end and keep the service desk within SLA.
• Diagnose and resolve escalated technical issues.
• Triage and elevate cases, gathering client requirements.
• Build triage/escalation/trend-analysis practices, incl. AI-assisted tooling.
• Be the senior escalation point for at-risk clients.
• Partner with product/engineering on self-service opportunities.
• Report efficiency gains to leadership.
• Coach and develop the team; grow into leadership-group involvement over time.

Skills

Technical delivery

SQL

APIs

Coaching

End-to-end ownership

Tools

JSON/XML/CSV

Integrations

Job description

The role:

Own delivery execution for support & managed services (reporting + digital), leading a team growing into 24/5 across APAC/EMEA/US.

Suits a senior technical support specialist, systems/integration engineer, solutions engineer/implementation consultant, or software engineer, comfortable operating tactically now, with ambition to grow into strategic leadership role over time.

What you'll do:

• Own support delivery end-to-end; keep the service desk within SLA,
• Personally diagnose and resolve escalated technical issues,
• Triage and elevate cases, gathering client requirements,
• Build triage/escalation/trend-analysis practices, incl. AI-assisted tooling,
• Be the senior escalation point for at-risk clients and aging work,
• Partner with product/engineering on self-service opportunities,
• Report efficiency gains to leadership,
• Coach and develop the team; grow into leadership-group involvement over time.

What you need:

• 7–10 yrs in technical support, systems/integration engineering, solutions engineering, or software engineering (SaaS/technical environment),
• Proven end-to-end ownership of technical delivery,
• Hands‑on: SQL, JSON/XML/CSV, APIs, integrations,
• Coaching aptitude and interest in growing into people leadership,
• Improvement‑minded.

Nice-to-have:

• Multi-region SaaS support (24/5),
• Asset/wealth management background,
• AI/automation in support.

If you're the person who gets pulled in when things get hard and loves being the one to solve it, we want to hear from you.