Service Delivery Manager

Capitec Bank Ltd.; Stellenbosch; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading South African bank is looking for a Service Delivery Manager to oversee IT Service Delivery processes across multiple environments. The ideal candidate will have 2-3 years of experience in a similar role, strong skills in incident management, and a thorough understanding of the banking and IT operational frameworks. Join a talented team dedicated to delivering exceptional service to clients.

Benefits

Growth opportunities

Employee benefits

Team-oriented culture

Qualifications

• 2-3 years’ experience in a Service Delivery environment.
• Experience in escalation process and incident management.
• Understanding of IT Production and Banking environments.

Responsibilities

• Oversee IT Service Delivery processes for Production and Disaster Recovery.
• Collaborate with support teams, project managers, and architecture teams.
• Responsible for escalation, communication, and resolution of issues.

Skills

Incident management

Problem solving

Vendor management

Negotiation skills

ITIL implementation

Education

Grade 12 National Certificate

Relevant tertiary qualification

ITIL Foundation certification

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.

We appoint energized and motivated people for their potential andcontinuously look fortalented, 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 ofand 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 controltheir financial lives through banking that is simplified, accessible, affordable, and delivered through a personalexperience. 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 ValueProposition offers every value to all team members through cohesive teams, growth opportunities as wellas employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feelswelcome, valued, focused, and has the opportunity to grow.

About the role

In this position, you will work as part of a team of 15 Service Delivery managers who oversee IT Service Delivery processes (Incident, Change, and Problem management) for the Production and Disaster Recovery environments. This role involves collaborating with 1st, 2nd, and 3rd line support teams, project managers, and architecture teams to ensure appropriate controls and procedures are established and maintained throughout the application lifecycle. When issues occur, you will be responsible for escalation, communication, and resolution, ensuring that the business remains informed and supported. This role includes overseeing governance, updating processes and documentation, and serving as the main contact for IT service delivery.

• 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 andTechnical 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

Ideal:

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

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.

Capitec Bank is an authorised financial services provider (FSP 46669) and registered credit provider (NCRCP13). Capitec Bank Limited Reg. No: 1980/003695/06