Service Delivery Manager

Nsc Global; Cape Town; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A global network solution provider is seeking a Service Delivery Manager in Cape Town to ensure delivery excellence and client satisfaction. The role involves managing resources, coordinating services across teams, and maintaining client relationships. Candidates should possess a degree in IT or equivalent experience with strong knowledge in various IT services and solutions. Previous experience in similar roles is essential. This position is focused on EMEA hours only.

Qualifications

• 5-7 years of experience in similar roles.
• ITIL Foundations certification.
• Experience in hardware and software migration.

Responsibilities

• Coordinate resources for service delivery.
• Manage client relationships and service levels.
• Ensure SLAs are met or exceeded.

Skills

IT knowledge

Solution Architect experience

CRM experience

Project Management

Education

College/University degree in IT or equivalent experience

Tools

Portals

Virtualization

Databases

Hardware

Job description

Overview

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at www.nscglobal.com for more information.

Position: Service Delivery Manager

Job Type: EMEA Hours ONLY

This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary.

Responsibilities

• Coordinate all resources of the tower, including offshore teams
• Orchestrate end-to-end services for involved towers
• Manage cooperation between towers to ensure the use of standard methods and tools
• Apply account-specific processes at relevant scopes
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents
• Serve as the escalation point for tower-specific technical teams in service management processes
• Ensure Root Cause Analysis is performed for tower-specific services
• Raise problem records when issues are identified
• Request, assess, and present change requests in the CAB for approval
• Manage resources for change planning and execution, including testing, approval, and back-out plans
• Ensure asset management requirements are met within towers
• Plan CAP at the component level and coordinate with the manager

Qualifications

• College/University degree in IT or 5-7 years of equivalent experience
• Knowledge of portals, virtualization, applications, databases, or hardware
• Solution Architect experience (3-5 years), ITIL Foundations, Project Management
• CRM experience
• Experience in hardware and software migration (asset)
• Act as the single interface to all delivery towers
• Implement relevant policies and standards, including security compliance
• Manage operational tasks throughout the contract lifecycle
• Participate in or host service reviews and take appropriate actions
• Create or validate solution components for limited upselling within scope
• Understand client, contract, and business priorities
• Ensure processes are followed within towers