Service Delivery Lead — Managed Services

The Legends Agency; Johannesburg; On-site; ZAR 350,000 - 600,000; Full time

Job summary

Invenco by GVR in Johannesburg is seeking a Service Delivery Supervisor to lead daily service operations across our Managed Services centre. You will manage escalations, coach teams, and drive performance to meet service commitments.

Reporting to the Managed Services Manager - Media & Application Support, you will use Power BI and Excel to produce insights, monitor KPIs, and promote continuous improvement while developing staff.

Qualifications

• Experience supervising or coordinating service delivery teams.
• Experience monitoring incidents, alerts, and escalations.
• Ability to analyze data with Power BI and Excel.

Responsibilities

• Lead and coordinate daily service delivery activities within agreed service levels.
• Oversee alarm, alert, work entry, and escalation activity across Managed Services.
• Coach and mentor team members through one-to-ones and team huddles.
• Manage and progress service escalations to resolution.
• Promote standard processes and identify risks to improve service delivery.
• Prepare operational reporting and performance insights.

Job description

Invenco by GVR in Johannesburg is seeking a Service Delivery Supervisor to lead daily service operations across our Managed Services centre. You will manage escalations, coach teams, and drive performance to meet service commitments.

Reporting to the Managed Services Manager - Media & Application Support, you will use Power BI and Excel to produce insights, monitor KPIs, and promote continuous improvement while developing staff.