Service Delivery Manager

Advania UK; Cape Town; Hybrid; ZAR 446,000 - 558,000; Full time

Job summary

Advania UK in Cape Town is seeking a Service Delivery Manager to oversee day-to-day relationships with a key client, ensuring service levels are met and value delivered. The role focuses on service design, improvement, and collaboration with internal teams, leveraging AI and machine learning capabilities to drive revenue through customer satisfaction.

The position offers a hybrid work arrangement, balancing time between the office and remote work, and requires strong ITIL/ITSM experience to

Qualifications

• Experience in a managed services environment is essential.
• Delivery of customer services to contractual obligations and service levels is required.
• ITIL v3 or v4 certification in Service Design & Service Operations is expected.
• Proficiency with ITSM tools (AutoTask, ServiceNow) and Excel is important.
• Experience in developing service models using AI/ML platforms is advantageous.

Responsibilities

• Develop and manage the Service Level Agreements in line with current service line aspirations.
• Maintain close working relationships with customer representatives operationally and with their senior leadership.
• Oversee day-to-day operations to ensure contractual commitments are met.
• Contribute to planning the overall client relationship strategy focusing on cost reduction and service improvement.
• Lead service design and improvement workshops with internal teams, leveraging AI/ML capabilities.

Skills

ITIL v3/v4 certified

Excel

Communication skills

Relationship management

ITSM tools

Tools

AutoTask

ServiceNow

Job description

Position Overview

We are looking for a Service Delivery Manager to join our team in Cape Town.

In this role, you will be trusted to manage the day-to-day relationship with one of our key clients to ensure a high level of service is consistently delivered, working with internal account management team. Your expertise in this field will help grow revenue through increased customer satisfaction, adding value in the form of expertise as well as driving service improvement initiatives continuously.

Salary & Benefits

The budgeted salary for this role is between 40,000 and 50,000 ZAR monthly, depending on experience.

Hybrid working

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy.

Responsibilities

Your day-to-day responsibilities will include:

• Develop and manage the Service Level Agreements in line with the current service line aspirations
• Develop and maintain close working relationships with customer representatives both operationally and with their senior leadership team
• Oversee day-to-day operations to ensure contractual commitments are met
• Contribute to planning the overall client relationship strategy, concentrating on cost reduction and service improvement
• Working closely with the internal customer teams, lead service design and improvement workshops to leverage emerging technology services and capabilities, such as AI and machine learning

Qualifications & Experience

This role would be ideal for an ambitious and experienced Service Delivery Manager within the technology services sector who is seeking a new and exciting challenge within a forward leaning technology company and is willing to participate in an exciting journey.

Being the person, we're looking for, you have

• Demonstrable previous experience of working within a managed services organisation
• Proven experience managing the delivery of customer services to contractual obligations and service levels
• ITIL v3 or v4 certified in Service Design & Service Operations
• Experience working with ITSM tools AutoTask and Service Now as well as proficient in Excel
• Experience with developing service models utilising artificial intelligence and machine learning platforms
• Exceptional communication skills – both written and verbal (professional phone manner and ability to match the customer’s style/level of communication and ability to write professionally and document knowledge clearly and concisely)
• Proven experience governing service through regular cadence meetings whilst driving customer satisfaction
• Be a natural organizer, capable or reprioritising workload based on changes to customer requirements and service strategy
• Highly process orientated, with experience challenging and developing new ways of working
• Calm but positive and responsive under pressure and demonstrates initiative at all levels of the customer business

About Us

We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

We are the tech company with people at heart.

Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.