Service Delivery Manager

Kyndryl; Wes-Kaap; On-site; ZAR 70 000 - 90 000; Full time

Job summary

A global technology services company in South Africa is seeking a Service Delivery Manager to oversee IT service delivery and manage a team of approximately 45 resources. Your role will involve ensuring compliance with service levels, leading a dynamic team, and driving operational efficiencies. Candidates should have over 6 years of experience in deskside support and strong management skills. This position offers a chance to work with state-of-the-art technology and collaborate with global teams.

Benefits

Employee learning programmes

Volunteer opportunities

State-of-the-art resources

Qualifications

• 6+ years of experience in deskside support across applications, hardware, servers, networks and infrastructure.
• Experience managing large teams and complex service environments as a people manager.
• Strong understanding of KPIs, SLAs and contractual governance.

Responsibilities

• Lead the local delivery team for End User Deskside Services and Network Services.
• Manage a team of ~45 resources ensuring performance and engagement.
• Oversee Incident and Problem Management processes ensuring timely resolution.

Skills

Deskside support

IT operations management

Technical leadership

KPI and SLA understanding

Service Desk workflows

Basic Networking fundamentals

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Freshservice

Job description

Who We Are

At Kyndryl, we design, build, manage and modernize the mission‑critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Are you passionate about delivering exceptional service and revolutionizing the world of technology? We have an incredible opportunity to join our dynamic team as a Service Delivery Manager in South Africa. The Service Delivery Manager is responsible for overseeing day‑to‑day IT service delivery across Service Desk and Onsite Support operations, ensuring endpoint compliance, asset management governance, and audit readiness. This role ensures services are delivered in alignment with contractual commitments, organizational policies, and customer expectations.

You will inspire and guide our team of experts to deliver high‑quality and reliable information technology services. You will be an integrated part of our global delivery structure, fostering strong relationships with our clients and you will create an environment that promotes innovation, collaboration, and customer success. Your leadership will empower field engineers, technicians, system administrators, and subject matter experts to deliver, manage, and maintain IT services effectively.

When it comes to troubleshooting incidents, problems, changes, and escalations, you will be at the forefront, providing swift support to fix any issues that may arise in malfunctioning services, operations, software, or equipment. Your expertise will be crucial in ensuring that our systems run smoothly, offering our clients a seamless experience.

Responsibilities

• Lead the local delivery team of South Africa for End User Deskside Services (90%) and Network Services (10%), managing
• Manage a team of ~45 resources as a People Manager, ensuring performance, engagement, and career development
• Ensure consistent delivery aligned with agreed service levels
• Track, monitor, and deliver on KPIs, SLAs, and contractual commitments in coordination with the Kyndryl Central Governance Team
• Serve as the primary escalation point and oversee Incident and Problem Management processes ensuring timely resolution and root cause analysis
• Govern daily operations focusing on aging and pending tickets for both EUS and network
• Maintain audit trails and documentation to ensure compliance with regulatory and contractual standards
• Provide leadership to ensure governance best practices and stakeholder alignment
• Collaborate with Kyndryl SA partner/vendor to manage resource availability, performance, retention, and backfilling
• Proactively identify and implement process improvement opportunities to enhance operational efficiency
• Ensure 24x7 availability during critical business periods for escalations and urgent requests
• Oversee creation, validation, and publication of operational dashboards and reports (daily, weekly, monthly)
• Provide data‑driven insights and recommendations for informed business and service decisions

Service Delivery Governance

• Manage operational performance of Service Desk and onsite support teams, ensuring SLA adherence and high‑quality service delivery
• Track, analyse, and report operational metrics, trends, incident patterns, and performance dashboards
• Drive continuous improvement initiatives to enhance service quality and efficiency

Compliance & Audit Alignment

• Ensure endpoint compliance related to security baselines, patches, antivirus, data protection controls and system hygiene
• Prepare documentation and evidence and act as a point of contact for internal and external audits (PCI, ISO, DPA, etc.)
• Drive remediation plans and ensure timely closure of audit observations and non‑compliance issues

Asset Lifecycle & Inventory Management

• Monitor and govern IT asset lifecycle: procurement, allocation, tracking, utilisation, recovery and disposal
• Ensure accuracy and integrity of asset data across asset management systems and CMDB platforms
• Coordinate with procurement and vendor teams for renewals and hardware planning

Stakeholder & Customer Management

• Serve as the primary escalation and communication point for senior business stakeholders, internal leadership and client representatives
• Conduct regular service review meetings to present compliance status, performance trends, risks and improvement plans
• Manage expectations proactively and maintain strong working relationships

People Leadership & Vendor Coordination

• Lead and mentor distributed operational teams including support engineers, shift leads and vendor staff
• Ensure adherence to documented SOPs, knowledge bases and operational frameworks
• Conduct vendor performance reviews and support vendor selection and onboarding when required

If you are ready to make an impact, drive client success, and be at the forefront of technological advancements, this is the role for you. Join our team and be part of an exhilarating journey as we reshape the IT services landscape with creativity, passion and excellence.

Your Future at Kyndryl

Kyndryl has a global footprint, which means that as a Service Delivery Manager at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential – offering a wide range of professional and personal growth opportunities that you won’t find anywhere else.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer‑focused – someone who prioritises customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Skills and Experience

• 6+ years of experience in deskside support across applications, hardware, servers, networks and infrastructure
• Strong experience managing IT operations in a multi‑location or global delivery setup
• Proven technical leadership and delivery management capabilities
• Experience managing large teams and complex service environments as a people manager
• Strong understanding of KPIs, SLAs and contractual governance
• Experience working in ITeS / BPO operational environments with high service availability expectations
• Hands‑on understanding of:
  • Service Desk workflows & ITSM platforms (e.g. ServiceNow, Remedy, Freshservice)
  • Basic Networking fundamentals (LAN, WAN, VPN, IP configurations)
  • Endpoint security and compliance enforcement
  • Asset management systems and lifecycle governance
• Experience with financial account management
• Ability to collaborate with global delivery teams and external partners
• Excellent communication (ability to handle executive‑level discussions and escalations with clarity and confidence), analytical reasoning and stakeholder engagement skills
• Commitment to compliance, documentation and audit readiness
• Ability to align with US working hours to support global delivery and stakeholder engagement
• 24x7 availability during critical business periods

Preferred Skills and Experience

• Bachelor’s degree
• Six Sigma, PMP and/or ITIL certifications

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single‑handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state‑of‑the‑art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes and new value. Kyndryl cares about your well‑being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programmes give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft and many more. Through our company‑wide volunteering and giving platform, you can donate, start fundraisers, volunteer and search over 2 million non‑profit organisations. At Kyndryl, we invest heavily in you, we want you to succeed so that together we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.