Service Delivery Manager (DBN)

Betsoftware; Durban; On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in the IT sector seeks a Service Delivery Manager in Durban to lead their support team. You'll be responsible for ensuring service delivery excellence, managing incidents, and supporting team growth. If you're dedicated to service improvement and team leadership, this is the role for you.

Qualifications

• 3-5 years’ experience managing a services desk within the IT sector.
• Strong written and verbal communication skills.
• ITIL Foundation certification is advantageous.

Responsibilities

• Lead the IT Support Team and uphold performance standards.
• Manage critical incidents and streamline communication among stakeholders.
• Conduct root-cause analyses and implement sustainable solutions.

Skills

Leadership

Accountability

Customer service

Attention to detail

Communication

Education

Bachelor’s degree in Computer Science

Job description

Job title : Service Delivery Manager (DBN)

Job Location : KwaZulu-Natal, Durban Deadline : July 01, 2025 Quick Recommended Links

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Job Description

• Lead the Team.
• Deliver the standard.
• We’re looking for a Service Delivery Manager to head up the BET Support Team, ensuring we meet our service level commitments to Hollywoodbets and beyond.
• In this role you will exceed performance metrics, ensure processes run like clockwork, and champion customer service that doesn’t just tick boxes, but delivers real value.
• If you’re all about accountability, efficiency, and getting the best out of people and systems, this is your role. Apply now!

You Bring :

• At least 3-5 years’ experience managing a services desk within the IT sector.
• Bachelor’s degree in Computer Science, Software Engineering, or a similar field (advantageous).
• Previous software development skills are advantageous.
• Demonstrated leadership skills.
• Detailed knowledge of the SLDC and management of software projects.
• Good written and verbal communication skills.
• Strong attention to detail.
• ITIL Foundation (advantageous).

What You’ll Do : Job Responsibilities

Operational Management :

• Upholding rigorous performance standards across service-related procedures while identifying and instituting requisite enhancements.
• Assuming responsibility for critical incident management, liaising with responsible parties for resolution, and fostering streamlined communication among stakeholders for post-incident analysis.
• Instituting systems, protocols, and methodologies conducive to exemplary service delivery.
• Cultivating a nuanced comprehension of project specifications to better delineate the parameters of service execution.
• Being accountable for achieving service delivery benchmarks, fulfilling client expectations, and stimulating future demand.
• Conducting thorough analyses of both third-party and internal workflows to devise strategies for optimising service delivery.
• Technical Oversight :
• Directing desktop management teams to perpetuate continuous advancements in desktop ecosystems.
• Partnering with technical architecture teams to establish organisational benchmarks for software, hardware, and cybersecurity.
• Ensuring timely and effective application of anti-virus updates and security patches.
• Benchmarking peak performance criteria for endpoint devices, including personal computers, laptops, and mobile devices.

Meeting Support :

• Facilitating technology support for corporate conferencing systems and ensuring the availability of essential meeting resources, such as multimedia presentation software and audio-visual equipment.
• Administering on-call rotations and escalation protocols for team members to address off-hours service inquiries, incidents, and change requests.
• Exercising proactive diligence in identifying and addressing errors, issues, or operational setbacks, and ensuring prompt corrective actions.

Team Management :

• Initiating and presiding over troubleshooting forums with team members to expedite first-line solutions prior to escalating incidents.
• Prioritising tasks that are non-delegable and warrant direct intervention, thereby precluding further escalations.
• Ensuring the formulation and execution of individual development plans for team members.
• Conducting root-cause analyses of prevalent issues and steering the team towards implementing sustainable solutions.
• Championing process simplification and automation initiatives to enable the team to focus on rewarding tasks.
• Regularly auditing internal workflows to pinpoint areas that could benefit from improvement, thereby enhancing overall productivity and team morale.

Strategic Management :

• Soliciting input from stakeholders, conducting customer and competitor analyses, reviewing organisational performance, and proposing strategic initiatives.
• Employing analytical tools, such as SWOT analyses, to evaluate gathered inputs.
• Revising potential action plans based on stakeholder feedback and finalising the organisational strategy.
• Allocating the necessary infrastructure, resources, and timelines for successful strategy implementation.
• Ensuring seamless integration of long-term strategic plans with daily operations.
• Overseeing the deployment and continuous refinement of the strategic plan as needed.

Living the Spirit

The responsibilities of a Service Delivery Manager go far beyond the tasks listed above. Living and applying our core company values in your day-to-day work is key to the success of both Global Support and BET Software as a whole. Below, we’ve outlined how you’ll bring our values to life in this role :

• Lead with authenticity and integrity. Create an open space where ideas can be freely shared and where every team member’s unique input is valued.
• Uphold the highest ethical standards in your role as Service Delivery Manager, and ensure your team follows BET’s professional and ethical guidelines.
• Support both personal and professional growth. Build an environment where your team can thrive and stay true to their individual strengths.
• Be adaptable. Tackle each workday with flexibility and openness to new challenges, encouraging your team to see change as a chance to grow and improve.
• Promote innovation. Look for fresh ways to solve problems and encourage your team to think creatively and take bold approaches.
• Own your role. Take initiative when issues arise and act quickly to resolve them — accountability starts with you.
• Foster open, honest communication. Create a space where your team feels comfortable asking for help or direction.
• Encourage collaboration. Build a team culture where working together is at the heart of delivering great service. Cross-functional teamwork is key to exceeding expectations.
• Be a mentor. Guide and support your team, reinforcing that individual wins add up to team success.