Service Delivery Supervisor: Operational Excellence Leader

Sbv Services; Johannesburg; On-site; ZAR 480,000 - 560,000; Full time

Job summary

Sbv Services in Johannesburg is seeking a Service Delivery Supervisor to lead daily service delivery across our Managed Services operations. You will coordinate teams, manage escalations and ensure service levels are consistently achieved while driving customer satisfaction and continuous improvement.

You’ll report to the Managed Services Manager – Media & Application Support, provide coaching, monitor performance with Power BI and Excel, and collaborate with internal and external partners to

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.
• 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 to ensure 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 and 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.

Skills

Leadership

Operational management

Customer focus

Analytical thinking

Tools

Power BI

Microsoft Excel

Job description

Sbv Services in Johannesburg is seeking a Service Delivery Supervisor to lead daily service delivery across our Managed Services operations. You will coordinate teams, manage escalations and ensure service levels are consistently achieved while driving customer satisfaction and continuous improvement.

You’ll report to the Managed Services Manager – Media & Application Support, provide coaching, monitor performance with Power BI and Excel, and collaborate with internal and external partners to