Service Delivery Supervisor — Operations & Insights

Cash Crusaders Retail; South Africa; On-site; ZAR 400,000 - 560,000; Full time

Job summary

Cash Crusaders Retail in Johannesburg, South Africa, is seeking a hands‑on Service Delivery Supervisor to join our Centre of Excellence and lead daily operations across Managed Services. You will coach the team, manage escalations, and ensure service commitments are met while driving continuous improvement.

You will report to the Managed Services Manager - Media & Application Support and collaborate with internal and external partners to maintain efficient service flow and deliver

Qualifications

• Experience supervising or coordinating service delivery teams.
• Experience managing daily operations and SLAs.
• Experience with incident, alert, and work-management processes.
• Ability to triage, route, and resolve incidents and requests.
• Experience working with stakeholders and partners to deliver outcomes.
• Experience deploying services and transitioning to support operations.
• Tracking service performance measures and identifying risks and trends.
• Developing and maintaining process documentation and workflows.
• Coaching and mentoring team members.
• Driving process consistency and continuous improvement.
• Using Power BI and Excel to analyse data and generate insights.

Responsibilities

• Lead and coordinate daily service delivery activities, ensuring work is assigned, monitored, and completed within service levels.
• Oversee alarm, alert, work entry, and escalation activity across Managed Services functions.
• Provide coaching, guidance, and real‑time feedback to team members.
• Manage and support service escalations, ensuring proper routing and resolution.
• Promote operational excellence by reinforcing standard processes and identifying risks.
• Monitor workload, performance, quality metrics, and trends to address gaps.
• Collaborate with internal teams and external partners to remove blockers.
• Support onboarding, training, and development activities for readiness.
• Escalate recurring issues with recommendations for resolution.
• Contribute to continuous improvement initiatives to enhance efficiency and customer experience.
• Produce operational reporting and insights using Power BI and Excel.

Skills

Team leadership

Service delivery

Problem solving

Power BI

Excel

Tools

Power BI

Microsoft Excel

Job description

Cash Crusaders Retail in Johannesburg, South Africa, is seeking a hands‑on Service Delivery Supervisor to join our Centre of Excellence and lead daily operations across Managed Services. You will coach the team, manage escalations, and ensure service commitments are met while driving continuous improvement.

You will report to the Managed Services Manager - Media & Application Support and collaborate with internal and external partners to maintain efficient service flow and deliver