Service Delivery Manager (Team Lead)

Goldman Tech Resourcing; Pretoria; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Goldman Tech Resourcing in Pretoria seeks an experienced Service Delivery Manager (Team Lead) to oversee software service delivery and strengthen client relationships. You will lead a delivery team, manage SLAs, KPIs and ITIL-aligned processes while driving continuous improvement.

Applicants should have 5+ years in IT software/service delivery and 3+ years in people management, with strong communication, leadership and reporting skills.

Qualifications

• A tertiary qualification in IT, Information Systems, or Business is preferred.
• ITIL Foundation certification is required; Intermediate/Expert is advantageous.

Responsibilities

• Oversee end-to-end service delivery for clients and platforms, including support and project services.
• Ensure delivery aligns with SLAs, KPIs and contractual obligations.
• Act as primary escalation point for major incidents and client concerns.
• Manage incident, problem and change processes per ITIL practices.
• Monitor service performance, analyse trends and implement corrective actions.
• Lead and mentor the customer team, including performance management and development.
• Ensure resource allocation, workload balance and team wellbeing.
• Identify opportunities for service optimisation, automation and process improvement.
• Support budget management, cost control, forecasting and resource utilisation.

Skills

Leadership

Client relations

ITIL

SaaS delivery

Stakeholder mgmt

Education

Bachelor's degree in IT / Information Systems / Business

Job description

• Reference: Service Delivery Manager (Team Lead)

Our client is seeking an experienced Service Delivery Manager (Team Lead) to oversee the delivery of software services, strengthen client relationships and lead a service delivery team. This opportunity is suited to a service delivery professional with a strong IT background, proven people management capabilities and a passion for operational excellence and continuous improvement.

Key Responsibilities:

• Take ownership of end-to-end service delivery for assigned clients and platforms, including support and project services.
• Ensure delivery aligns with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and contractual obligations.
• Act as the primary escalation point for major incidents, service risks and client concerns.
• Manage incident, problem and change management processes in accordance with ITIL practices.
• Monitor service performance, analyse trends and implement corrective actions.
• Build and maintain strong relationships with senior internal and external stakeholders.
• Lead service reviews and present performance reports and improvement plans.
• Manage client expectations, service transitions, contractual requirements and scope changes.
• Lead, coach and mentor the customer team, supporting performance management, goal-setting and professional development.
• Ensure appropriate resource allocation, workload balance and team wellbeing.
• Identify opportunities for service optimisation, automation and process improvement.
• Support budget management, cost control, forecasting and resource utilisation.
• Manage risks relating to service continuity, capacity and client satisfaction.
• At least 5 years of experience in IT software and service delivery.
• A minimum of 3 years' experience in people management or a team lead role.
• Strong experience in software service delivery within an IT, SaaS or managed services environment.
• Solid understanding of ITIL frameworks, including incident, problem, change and service level management.
• Experience managing SLAs, KPIs and client-facing service dashboards.
• Proven leadership, stakeholder engagement and conflict-resolution skills.
• Excellent communication, presentation and reporting abilities.
• Strong analytical, decision-making and problem-solving capabilities.
• Ability to balance operational demands with strategic priorities.
• Experience in fast-paced or high-availability IT environments.

Qualifications:

• A tertiary qualification in IT, Information Systems, Business or a related field is preferred.
• ITIL Foundation certification is the minimum specified certification level; Intermediate or Expert certification will be advantageous.

About Goldman Tech Resourcing

Goldman Tech Resourcing, TA Stand-Out Staffing, is one of South Africa’s most agile recruitment companies that focus on placing professionals and skilled people in contract and permanent employment.

Our mission is to be the most respected Recruitment Company within the IT, Finance and Mining Sectors by:

• Providing our clients with any number of quality candidates with the right technical skills and experience for a particular position.
• Providing the candidates we choose to work with a number of attractive career opportunities in a short space of time.
• Focusing on niche segments of market and knowing these segments intimately.