Service Delivery Manager, Emea

Brambles; Gauteng; Hybrid; ZAR 800,000 - 1,200,000; Full time

Job summary

Brambles is seeking a skilled Service Delivery Manager to optimize IT service delivery and manage major incident management across its global technology environment. The role will focus on driving service excellence through collaboration with internal teams and external partners, ensuring continuous improvement in service delivery processes.

Qualifications

• Proven experience in IT service delivery and incident management.
• 5+ years' experience managing or influencing technical staff.
• Strong knowledge of ITSM frameworks.

Responsibilities

• Manage and improve service delivery processes and incident resolution.
• Support global major incident management and root cause analysis.
• Drive ITSM best practices.

Skills

Communication

Stakeholder Management

Operational Improvements

Education

Bachelor's degree in Computer Science, Information Systems, or Business

Master's degree preferred

ITIL v.3 or v.4 Specialist Qualification

Tools

Service Now

Job description

Oversee the resolution of regional Major Incidents within the IT technology landscape, uniting internal and external teams to ensure effective and timely recovery.Support the implementation of Service Delivery improvement initiatives, including aged ticket management, shift-left strategies, reassignment reduction, and enhanced incident coordination.Develop and embed processes to understand and manage Regional Service Demand in alignment with evolving business strategies and projects.Collaborate with Service Management, Technology Platform, and Product teams to integrate automation and enhance workflows that improve user satisfaction and operational efficiency.Contribute to post-incident reviews, ensuring process improvements and quality assurance standards are implemented effectively.Monitor and report on service performance metrics, producing trend analyses and actionable insights to drive continuous service improvement.Develop and maintain Service Delivery standards, policies, and documentation, ensuring communication, training, and alignment across regional stakeholders and suppliers.Build and lead a competent and professional regional Service Delivery team, fostering a culture of continuous learning, collaboration, and customer focus.Service Delivery Manager – Technology ServicesAccelerate Your Career – Step into a High-Impact Service Delivery Role!

Based in Kraaifontein, Durban or SandtonWe're looking for a skilled Service Delivery Manager to lead and optimize IT service delivery and major incident management across our global technology environment.

This role ensures seamless collaboration between internal teams and external partners, driving service excellence and continuous improvement.Key ResponsibilitiesManage and improve service delivery processes and incident resolution.Support global major incident management and root cause analysis.Drive ITSM best practices (e.g., shift-left, automation, aged ticket reduction).Maintain service standards, policies, and documentation.Deliver performance metrics and support continuous service improvement.Foster a customer-first culture and cross-functional collaboration.What You'll BringProven experience in IT service delivery and incident management.5+ years' experience managing or influencing technical staff and projectsStrong knowledge of ITSM frameworks (e.g., ITIL).Excellent communication, stakeholder management skills and improving customer experience.Ability to lead under pressure and drive operational improvements.Bachelor's degree in computer science, Information Systems, Business or related field, Masters preferred or equivalent combination of education / experienceWashington or Yokohama Service nowDesired : ITIL v.3 or v.4 Specialist QualificationSIAM knowledgeRemote TypeHybrid RemoteSkills to succeed in the roleWe are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential.

This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money.

Brambles and CHEP never conduct interviews via online chat or request money as a term of employment.

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