Service Delivery Supervisor

Vontier; Johannesburg; On-site; ZAR 420,000 - 540,000; Full time

Job summary

Invenco by GVR in Johannesburg is seeking a Service Delivery Supervisor to lead daily operations across Managed Services, including monitoring performance, coaching teams, and driving continuous improvement. You will oversee escalations and work with internal and external partners to ensure high-quality customer outcomes.

The role emphasizes operational excellence, collaboration, and data-driven decision-making using Power BI and Excel to deliver insights and improvements.

Qualifications

• Supervising or coordinating service delivery, service desk, support, or managed services teams.
• Managing daily operational activities and helping teams achieve service level commitments.
• Monitoring incident, alert, escalation, and work management processes.
• Supporting the triage, routing, and resolution of incidents and customer requests.
• Working with internal stakeholders and external partners to deliver customer-focused outcomes.
• Supporting customer deployments, implementation activities, and transitions into support operations.
• Tracking service performance measures and identifying operational risks and trends.
• Developing and maintaining process documentation, workflows, and operating procedures.
• Coaching, onboarding, and mentoring team members.
• Driving process consistency and continuous improvement initiatives.
• Using Power BI and Microsoft Excel to analyse data, identify trends, and generate performance insights.

Responsibilities

• Lead and coordinate daily service delivery activities, ensuring work is assigned, monitored, and completed within agreed service levels.
• Oversee and improve service delivery processes across multiple functions.
• Provide coaching and feedback to team members.
• Manage and support service escalations to resolution.
• Produce operational reporting and insights.

Skills

Leadership

Operational oversight

Incident management

Escalation handling

Stakeholder coordination

Coaching & mentoring

Tools

Power BI

Microsoft Excel

Job description

Service Delivery Supervisor

Johannesburg, South Africa

Are you a hands-on service delivery professional who thrives in a fast-paced operational environment? Do you enjoy leading teams, driving service excellence, and finding practical solutions to complex challenges?

We're looking for a Service Delivery Supervisor to join our Johannesburg Centre of Excellence and play a key role in ensuring exceptional service delivery across our Managed Services operation. This is an exciting opportunity for someone who combines strong leadership skills with a passion for operational performance, customer satisfaction, and continuous improvement.

Reporting to the Managed Services Manager - Media & Application Support, you will help lead daily operations, support and develop team members, manage escalations, and ensure service commitments are consistently achieved.

What You'll Be Doing

As a Service Delivery Supervisor, you’ll be at the centre of our day-to-day service operations, ensuring customers receive reliable, high-quality support while enabling your team to perform at their best.

Key Responsibilities

• Lead and coordinate daily service delivery activities, ensuring work is effectively assigned, monitored, and completed within agreed service levels.
• Oversee alarm, alert, work entry, and escalation activity across Managed Services functions including:
  • Wetstock
  • Compliance
  • Forecourt
  • Media
  • Application Support
• Provide coaching, guidance, and real-time feedback to team members through one-to-ones, team huddles, and daily interactions.
• Manage and support service escalations, ensuring issues are routed appropriately and driven through to resolution.
• Promote operational excellence by reinforcing standard processes and identifying risks that could impact service delivery.
• Monitor workload, service performance, quality metrics, and trends to proactively address gaps and improve outcomes.
• Collaborate with internal teams and external partners to remove blockers and maintain efficient service flow.
• Support onboarding, training, and ongoing development activities to ensure team readiness and capability.
• Escalate recurring issues and process concerns with clear recommendations for resolution.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance efficiency, quality, and customer experience.
• Produce operational reporting and performance insights using Power BI and Microsoft Excel.

Experience & Skills

• Supervising or coordinating service delivery, service desk, support, or managed services teams.
• Managing daily operational activities and helping teams achieve service level commitments.
• Monitoring incident, alert, escalation, and work management processes.
• Supporting the triage, routing, and resolution of incidents and customer requests.
• Working with internal stakeholders and external partners to deliver customer-focused outcomes.
• Supporting customer deployments, implementation activities, and transitions into support operations.
• Tracking service performance measures and identifying operational risks and trends.
• Developing and maintaining process documentation, workflows, and operating procedures.
• Coaching, onboarding, and mentoring team members.
• Driving process consistency and continuous improvement initiatives.
• Using Power BI and Microsoft Excel to analyse data, identify trends, and generate performance insights.

Personal Attributes

• A confident and approachable people leader.
• Highly organised with strong attention to detail.
• Calm under pressure and comfortable managing competing priorities.
• Customer-focused with excellent communication skills.
• Analytical and data-driven in your decision-making.
• Passionate about continuous improvement and operational excellence.

Why Join Us?

• Lead and develop a high-performing team.
• Influence service quality and customer experience.
• Work with a diverse range of technologies and service areas.
• Drive operational improvements and business performance.
• Build your leadership career within a dynamic and collaborative environment.

If you're passionate about service excellence, operational leadership, and helping teams succeed, we'd love to hear from you.

#LI-CH1 #LI-HYBRID

WHO IS INVENCO by GVR

Invenco by GVR is a dynamic and innovative force in the technology-driven retail solutions. Born from integrating groups within the Gilbarco Veeder-Root network and the strategic acquisition of technology companies worldwide, our foundation is built on tech expertise. With a diverse set of industry leaders including Orpak, Invenco, Insite360 & GVR, we have formed a network of excellence. Our team members are located in over 20 countries and we are proud of the global diversity of our teams.

WHO IS VONTIER

Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity,automationand multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as a Vontier Company. Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1-833-399-0822 or e-mail [e-mail] to request accommodation.