Service Delivery Manager

Tharisa; Pretoria; On-site; ZAR 700 000 - 900 000; Full time

Job summary

A leading mining and technology company in Pretoria is seeking an IT Service Delivery Manager to provide strategic leadership for IT service delivery and project execution. The ideal candidate will have a bachelor's degree in IT, at least 10 years of experience in IT service delivery, and strong project management skills. This role requires excellent leadership to ensure compliance and enhance operational efficiency across mining sites.

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field.
• Postgraduate qualification in IT management or Project Management preferred.
• 10+ years in IT service delivery, with experience in management.

Responsibilities

• Oversee IT service delivery across mining sites.
• Manage IT projects for digital collaboration and automation.
• Ensure compliance with regulations and internal controls.

Skills

Leadership

Service Delivery Management

Project Management

ITIL Practices

Vendor Management

Compliance Assurance

Education

Bachelor's degree in IT or related field

Postgraduate qualification in IT management

ITIL Certification

Project Management certification

Tools

Microsoft Azure

COBIT Certification

Job description

Purpose of role

Provides strategic leadership and operational oversight of IT service delivery, support services, and project execution to ensure reliable, compliant, and user-focused technology operations across all mining sites.

Overview

The role leads the integration of digital workplace technologies, on-site support, and modern collaboration tools to enable seamless business continuity.

Through a strong site presence and engagement with end-users, it builds trust and drives adoption of secure and efficient digital solutions.

By embedding ITIL / COBIT frameworks, maintaining governance and regulatory compliance, and applying structured project management practices, the position ensures consistent, high-quality service delivery and successful implementation of technology initiatives that enhance operational efficiency and align with business objectives.

Role Context

Service Delivery Management – Oversee the lifecycle of IT services through ITIL principles, ensuring stability, resilience, and continuous improvement.

Site Support & Engagement – Maintain strong IT presence across mining sites with daily desk visits, fast resolution of issues, and proactive user feedback collection.

Governance & Compliance – Ensure adherence to mining safety, environmental, ISO, and data regulations, with transparent reporting and audit readiness.

Project & Portfolio Delivery – Lead IT projects that enhance digital collaboration, automation, and operational efficiency, ensuring alignment with business needs.

Stakeholder & Team Leadership – Build relationships with executives, operations, and site staff while fostering a customer-focused, accountable IT support culture.

Vendor & Contract Management – Oversee relationships with IT vendors and service providers, ensuring service levels, contracts, and costs are effectively managed.

Budget & Resource Management – Develop and manage budgets for IT service delivery, ensuring cost efficiency and alignment with business priorities.

Change & Incident Management – Lead structured processes for incidents, problems, and change requests, minimizing business disruption.

Risk & Security Oversight – Work closely with cybersecurity and compliance teams to mitigate risks, protect company data, and ensure resilience against threats.

Reporting & Performance Monitoring – Track KPIs such as uptime, response times, resolution rates, and customer satisfaction, providing clear reporting to leadership.

Continuous Improvement & Innovation – Identify opportunities for process automation, new tools, and technology adoption that improve efficiency and user experience.

Training & Knowledge Sharing – Ensure IT teams and end-users are upskilled on collaboration tools, digital workplace practices, and new technologies.

Business Continuity & Disaster Recovery – Support the planning and testing of disaster recovery and business continuity strategies to maintain operational resilience.

Qualifications

Bachelor's degree in information technology, Computer Science, Information Systems, or a related field (essential).

Postgraduate qualification in IT management, Business Administration, or Project Management (advantageous).

ITIL Certification (v3 or v4 Foundation or higher – essential).

COBIT Certification (advantageous).

Project Management certification such as PMP, PRINCE2, or equivalent (advantageous).

Microsoft Certified (M/Azure) or similar digital workplace certifications (advantageous).

ISO / IEC

• or ISO
• knowledge / certification (advantageous).

Experience

Proven track record of leading IT projects and driving adoption of new technologies.

Minimum 10 years' experience in IT service delivery, with at least 5-7 years in a management role for technology services.

Must be medically fit.