Service Delivery Manager

Placements24; Benoni; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Performance-based bonus

Medical aid

Retirement benefits

Remote-friendly role

Job summary

Placements24 is recruiting a proactive Service Delivery Manager to ensure efficient IT service delivery to clients, with optional fully remote work. You will oversee SLAs, ITIL-aligned processes, and client relationships while leading a team and managing budgets.

The ideal candidate brings 7+ years in IT service delivery/operations, 3+ years in leadership, strong ITSM knowledge, and excellent communication skills.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Minimum of 7 years of experience in IT service delivery or IT operations management, with at least 3 years in a management role.
• Proven experience managing SLAs and delivering IT services to external clients.
• In-depth knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Excellent leadership, communication, and client relationship management skills.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Experience managing IT operational budgets and resource allocation.

Responsibilities

• Manage the end-to-end delivery of IT services to clients, ensuring services meet SLAs and quality standards.
• Develop, implement, and continuously improve IT service management processes based on ITIL or similar frameworks.
• Act as the primary point of contact for key clients regarding service delivery, resolving issues and managing expectations.
• Monitor service performance, analyze data, and produce regular reports on service levels, availability, and customer satisfaction.
• Lead and mentor a team of service delivery professionals, fostering a culture of excellence and continuous improvement.
• Manage operational budgets for service delivery, ensuring cost-effectiveness and resource optimization.
• Identify and mitigate risks associated with service delivery, developing proactive solutions.
• Collaborate with sales, account management, and technical teams to ensure seamless service transitions and client support.
• Drive innovation in service delivery, exploring new technologies and methodologies to enhance client value.
• Conduct regular service review meetings with clients to assess performance and identify opportunities for service enhancement.

Skills

Leadership

Communication

Client relationship management

Data-driven

Budget management

Education

Bachelor's degree (CS/IT/Business Admin)

Tools

ITIL Foundation certification

PMP certification

Job description

About the Role

Our client, a dynamic IT services and consulting firm, is seeking a proactive and experienced Service Delivery Manager to join their team, with the option for this role to be fully remote. The Service Delivery Manager will be responsible for ensuring the efficient and effective delivery of IT services to clients, managing service level agreements (SLAs), and driving customer satisfaction. This role requires a strong understanding of IT service management frameworks, excellent leadership skills, and the ability to manage complex client relationships. The successful candidate will be instrumental in optimizing service delivery processes and contributing to the growth and reputation of our client's IT solutions in Benoni, Gauteng and beyond.

Key Responsibilities

• Manage the end-to-end delivery of IT services to clients, ensuring services meet agreed-upon SLAs and quality standards.


• Develop, implement, and continuously improve IT service management processes based on ITIL or similar frameworks.


• Act as the primary point of contact for key clients regarding service delivery, resolving issues and managing expectations.


• Monitor service performance, analyze data, and produce regular reports on service levels, availability, and customer satisfaction.


• Lead and mentor a team of service delivery professionals, fostering a culture of excellence and continuous improvement.


• Manage operational budgets for service delivery, ensuring cost-effectiveness and resource optimization.


• Identify and mitigate risks associated with service delivery, developing proactive solutions.


• Collaborate with sales, account management, and technical teams to ensure seamless service transitions and client support.


• Drive innovation in service delivery, exploring new technologies and methodologies to enhance client value.


• Conduct regular service review meetings with clients to assess performance and identify opportunities for service enhancement.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.


• Minimum of 7 years of experience in IT service delivery or IT operations management, with at least 3 years in a management role.


• Proven experience managing SLAs and delivering IT services to external clients.


• In-depth knowledge of IT service management (ITSM) frameworks, such as ITIL.


• Excellent leadership, communication, and client relationship management skills.


• Strong analytical and problem-solving abilities, with a data-driven approach.


• Experience managing IT operational budgets and resource allocation.


• Ability to work effectively in a remote or hybrid work environment.


• Relevant certifications (e.g., ITIL Foundation, PMP) are a strong advantage.


• Demonstrated ability to manage complex projects and multiple client engagements simultaneously.

Benefits

• Our client offers a competitive remuneration package, including a performance-based bonus structure, comprehensive medical aid, and retirement benefits.


• This role provides excellent opportunities for professional development and career progression in the rapidly evolving IT sector.


• Being a remote-friendly position, it offers significant flexibility.


• You will join a collaborative and innovative team within a growing company that values employee well-being and career advancement, impacting clients in Benoni, Gauteng and globally.