Service Delivery Manager

Altron; Gauteng; Presencial; ZAR 700.000 - 1.100.000; Jornada completa

Descripción de la vacante

Altron is seeking a Service Delivery Manager to own end-to-end service delivery across complex customer environments within ADB. You will drive SLA/KPI performance, governance, and risk management while ensuring contractual alignment and commercial objectives.

You will lead cross-functional teams and third parties, build trusted relationships with senior stakeholders, and identify service improvements and automation opportunities to deliver reliable, high-quality services.

Formación

• Matric / Grade 12.
• Recognised ITIL Foundation certification or equivalent IT Service Management qualification.
• Demonstrable knowledge of ITSM principles, governance, SLA management and enterprise IT service delivery.
• Relevant Bachelor’s degree or National Diploma in Information Technology, Information Systems, Business Management, Service Management or a related discipline.
• PRINCE2 Practitioner, PMP or Agile/Scrum certification.
• ISO/IEC 20000 Service Management certification or formal training.
• Relevant Microsoft Azure, AWS or other cloud/service management certification advantageous

Responsabilidades

• End-to-End Service Delivery: Take accountability for the operational performance, stability, governance and quality of services delivered across assigned customer environments, ensuring alignment to contractual commitments, SLAs and business outcomes.
• Stakeholder & Customer Leadership: Act as the primary service delivery interface between ADB and the customer, building trusted relationships with senior internal and external stakeholders and confidently managing complex or demanding stakeholder environments.
• Service Assurance & Issue Resolution: Proactively identify service risks, performance gaps and technical or non-technical issues, driving cross-functional teams and third parties to achieve timely resolution and prevent recurrence.
• Cross Functional Leadership: Provide strong leadership and direction across operational teams, technology towers, vendors and partners, ensuring clear accountability and alignment to customer and ADB objectives.

Conocimientos

ITIL Foundation

ITSM principles

SLA management

Governance

Service delivery

Educación

Bachelor’s degree or National Diploma in IT/Info Tech/IS/Business Management or related

Herramientas

Azure

AWS

PRINCE2 Practitioner

PMP or Agile/Scrum

ISO/IEC 20000 training

Descripción del empleo

By submitting your CV on this Career Portal, you acknowledge that your personal information will be processed in accordance with the Protection of Personal Information Act (POPI Act).

We will use your information to: Match your qualifications with suitable job opportunities, Contact you regarding potential employment, and Manage your application in our system.

Your personal information will be kept confidential and protected with appropriate security measures.

You have the right to access your information, request corrections, and object to its use. Should you wish to withdraw your application, you may do so on the Application screen.

If you have any questions about our POPI policy, please contact us via our details on the Altron Website.

Position Description: Service Delivery Manager

Position Number: 7593

Reference Number: 2027187

Introduction

• Business Unit: Altron Digital Business
• Location: Woodlands - Gauteng
• Appointment Type: Permanenent
• Practice: Service Delivery

We are looking for a Service Delivery Manager to manage the end to end customer service lifecycle, ensuring the consistent, high quality and commercially sustainable delivery of services across complex and demanding customer environments within ADB. The Service Delivery Manager acts as the primary point of accountability, building trusted stakeholder relationships while providing strong governance and service assurance across ADB, operational teams and third party providers. The role is responsible for driving SLA and KPI performance, customer satisfaction, risk management, service improvement, innovation and automation, while ensuring alignment to contractual obligations, customer requirements and ADB’s commercial objectives.

Note:The Required Tasks and Candidate Requirements below are abbreviated and include, but are not limited to, the following:

Required Tasks

• End-to-End Service Delivery: Take accountability for the operational performance, stability, governance and quality of services delivered across assigned customer environments, ensuring alignment to contractual commitments, SLAs and business outcomes.
• Stakeholder & Customer Leadership: Act as the primary service delivery interface between ADB and the customer, building trusted relationships with senior internal and external stakeholders and confidently managing complex or demanding stakeholder environments.
• Service Assurance & Issue Resolution: Proactively identify service risks, performance gaps and technical or non-technical issues, driving cross-functional teams and third parties to achieve timely resolution and prevent recurrence.
• Cross Functional Leadership: Provide strong leadership and direction across operational teams, technology towers, vendors and partners, ensuring clear accountability and alignment to customer and ADB objectives.

Requirements

• Matric / Grade 12.
• Recognised ITIL Foundation certification or equivalent IT Service Management qualification.
• Demonstrable knowledge of ITSM principles, governance, SLA management and enterprise IT service delivery.
• Relevant Bachelor’s degree or National Diploma in Information Technology, Information Systems, Business Management, Service Management or a related discipline.
• PRINCE2 Practitioner, PMP or Agile/Scrum certification.
• ISO/IEC 20000 Service Management certification or formal training.
• Relevant Microsoft Azure, AWS or other cloud/service management certification advantageous

General Comment/s

• Onsite