Service Delivery Manager

Capitec Bank; Stellenbosch; On-site; ZAR 400,000 - 500,000; Full time

Job summary

Capitec Bank is seeking a dynamic IT Service Delivery professional to manage IT incidents and ensure seamless operational support. The ideal candidate will have a strong background in IT production and operations within the banking sector, with a focus on problem-solving and effective communication. You will play a crucial role in overseeing service delivery and ensuring compliance with the required processes and governance.

Qualifications

• At least 2-3 years’ relevant experience in a similar Service Delivery environment.
• Proven experience in escalation process, incident management, and problem solving.
• Thorough understanding of IT Production, Operations, Banking, and Technical environments.

Responsibilities

• Manage all IT incidents, problems, and changes impacting Production and Disaster Recovery environments.
• Lead on escalation, communication, and resolution of issues.
• Set up and maintain testing environments and coordinate non-production refresh processes.

Skills

Communication Skills

Attention to Detail

Problem solving skills

Presentation Skills

Education

Grade 12 National Certificate / Vocational

Certification in ITIL Foundation

A relevant tertiary qualification

Job description

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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1.To see what life at Capitec is all about and complete a short assessment, pleaseclick here!

2. Once you have completed the above finalize your application by clicking apply below.

Join Us in Becoming the Best Bank in the World!!

We appoint energized and motivated people for their potential and continuously look for talented, driven individuals to help us innovate and evolve. That is why we focus on finding the right people for the right jobs. We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud of and earns the trust of our clients.

Who We Are

We are a bank, but we’re much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable, and delivered through a personal experience. By helping our clients manage their financial lives better, we enable them to live better.

Why choose Us

At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first, act with Energy and take Ownership. And to support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow.

About the role

In this role, you’ll be the go-to person for managing all IT incidents, problems, and changes that impact our Production and Disaster Recovery environments. You’ll work closely with 1st, 2nd, and 3rd line support teams, project managers, and architecture teams to make sure the right controls and procedures are in place and followed throughout the application lifecycle. When issues arise, you’ll take the lead on escalation, communication, and resolution—making sure the business are kept informed and supported. This role also involves maintaining governance, updating processes and documentation, and acting as the single point of contact for all things related to IT service delivery. You will be Responsible for setting up and maintaining testing environments, ensuring all necessary hardware and software are in place prior to testing and production checks, and coordinating the non-production refresh processes when required.

Minimum Experience

• At least 2-3 years’ relevant experience within a similar Service Delivery environment and role
• Proven experience in escalation process, incident management and problem solving
• A thorough understanding of IT Production, Operations, Banking, Call Centre and Infrastructure and Technical environments
• Experience working in a regulated environment (ideally, Financial services)
• Experience with vendor management, reporting (reporting skills) and negotiations
• Understand and experience with ITIL implementation principles

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification
• Certification in ITIL Foundation

Knowledge

Minimum:

• General business operations
• A thorough understanding of IT Production, Operations, Banking, Call Centre and Infrastructure and Technical environments
• Previous experience as an Application or Infrastructure support specialist or as a developer
• Experience working in a regulated environment, ideally Financial services
• Experience with vendor management, reporting and negotiations
• ITIL implementation principles

Ideal:

• Banking knowledge
• Familiarity with industry regulatory requirements, specific to information security

Skills

• Communications Skills
• Attention to Detail
• Problem solving skills
• Presentation Skills

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.