Service Delivery Manager (Emea)

Oryxalign Limited; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Training & development

Volunteer day

Medical aid allowance

Retirement annuity contribution

Social events

Technology loans

Long service leave

Rewards program

Job summary

OryxAlign is seeking a Service Delivery Manager to join our Cape Town team and drive IT service delivery for a VIP client across EMEA. You will own incidents, problem and change management, oversee the service desk, and act as a trusted escalation point for stakeholders.

The role requires 3+ years in ITSM, ITIL knowledge, and hands-on experience with Jira Service Management. You will mentor teams, deliver monthly reviews, and uphold a strong customer-focused culture.

Qualifications

• ITIL framework experience in Incident, Problem and Change Management.
• 3+ years in IT Service Delivery or ITSM roles.
• Hands-on with Jira Service Management.
• Experience leading major incident bridges.
• Familiar with SLA-driven environments and service reporting.

Responsibilities

• Own governance and execution of Incident, Problem, and Change Management across EMEA.
• Lead Service Desk operations and end-user support.
• Act as primary escalation point for analysts and stakeholders.
• Manage ticket queues and SLA targets.
• Lead major incident bridges and coordinate multi-team responses.
• Drive root cause analysis and implement long-term fixes.
• Coach and develop Service Desk team members.
• Create monthly service review packs and dashboards.
• Monitor service performance trends and drive continuous improvement.
• Maintain a customer-focused culture across the Service Desk and wider teams.
• Administer Jira Service Management projects and reporting.

Skills

ITIL knowledge

Stakeholder engagement

Leadership

Communication

Incident management

CAB coordination

Education

Matric / Grade 12

IT-related qualification

Tools

Jira Service Management

Job description

Are you passionate about delivering exceptional IT support and solving technical challenges? Join OryxAlign as a Service Delivery Manager and become a key player in our dynamic and collaborative Team.

Why OryxAlign?

At OryxAlign, we believe in empowering our people to thrive. We're committed to delivering outstanding service to our clients while fostering a positive, inclusive, and growth-oriented workplace. If you're looking for a role where your leadership and IT service management expertise can shine, we'd love to hear from you. This role will be working directly for one of our VIP clients. This role will be working directly for one of our VIP clients.

What You'll Be Doing

• Own governance and execution of Incident, Problem, and Change Management across EMEA.
• Lead and oversee Service Desk operations, ensuring high-quality, responsive end-user support.
• Act as the primary escalation point for Service Desk analysts and business stakeholders.
• Manage ticket queues, prioritisation, and workload distribution to meet SLA targets.
• Lead major incident bridges, coordinate resolvers, and maintain executive update cadence.
• Drive root cause analysis and implement long-term fixes to reduce recurring incidents.
• Coach, mentor, and develop Service Desk team members to improve performance and engagement.
• Act as the communicative "front door" for business stakeholders, ensuring transparency and trust.
• Build and deliver monthly service review packs and dashboards covering SLA compliance, MTTR, CSAT, and risk.
• Monitor service performance trends and drive continuous improvement initiatives.
• Ensure a strong customer-focused culture across the Service Desk and wider support teams.
• Administer Jira Service Management (JSM) projects, workflows, automations, and reporting.

What You'll Bring

• Strong communication and stakeholder engagement skills.
• Proven experience in Incident, Problem, and Change Management within ITIL frameworks.
• Hands-on experience with ITSM tooling (preferably Jira Service Management).
• Ability to manage major incidents and CABs with multi-team coordination.
• Calm, methodical approach under pressure and a collaborative mindset.

Education

• Matric (Grade 12) or equivalent (NQF Level 4) - essential.
• IT-related tertiary qualification (e.g., Diploma or Certificate in IT, Computer Science, or Information Systems) - preferred.

Certifications

• ITIL 4 Foundation (preferred).
• Additional ITIL certifications in Incident, Problem, or Change Management (advantageous).
• Any relevant ITSM or service reporting certifications are a plus.

Experience

• Minimum 3+ years' experience in IT Service Delivery or ITSM roles.
• Proven track record managing Incident, Problem, and Change Management processes.
• Hands-on experience with ITSM tools (preferably Jira Service Management).
• Experience leading major incident bridges and coordinating multi-team/vendor responses.
• Familiarity with SLA-driven environments and service reporting.

What We Value

• A commitment to service excellence and continuous improvement.
• Strong analytical and troubleshooting capability.
• Ability to work across regions and foster collaboration.
• Alignment with OryxAlign's values and professional standards.

Job Expectations

• Location: Cape Town, South Africa.
• Working Model: Office-based with alignment to CET business hours.
• Working Hours: Standard Cape Town hours with required overlap with UK/Europe operations.
• On-Call: Participation in after-hours maintenance or incident response rotation as required.

What you will get from OryxAlign

Along with competitive salary and training and development you will receive leave entitlement of 15 days plus one volunteer day, medical aid allowance, retirement annuity allowance with - 4% employer contribution.

Other benefits include:

• Social events throughout the year
• Technology Loans
• Long service leave
• Reward and recognition awards

Equal opportunities

OryxAlign is an equal opportunity employer who are committed to creating an inclusive environment for all employees. In accordance with the Employment Equity Act of South Africa, we actively promote diversity and the fair treatment of all individuals, regardless of race, gender, disability, age, religion, sexual orientation, or any other characteristic protected by law. We encourage applications from candidates who will contribute to the diversity of our team, especially those from historically disadvantaged groups.