Service Delivery Team Lead

Ecentric Payment Systems; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A renowned payment processing company in Cape Town is looking for a Service Delivery Team Lead to oversee service quality and act as a key liaison between clients and services. The ideal candidate should have over 3 years in service delivery, strong experience in payments, and the ability to handle client relationships effectively. This position offers a competitive salary and a comprehensive benefits package including hybrid working arrangements and various employee support programs.

Benefits

Competitive salary

Pension fund

Disability Benefit

Dread disease

Funeral Cover

Child Care Facilities

Hybrid working arrangements

Qualifications

• 3+ years in a Service Delivery role.
• 5+ years payments experience.
• Proven experience managing SLAs, client relationships, and service performance.

Responsibilities

• Monitor and control a wide range of delivery services.
• Ensure SLAs are maintained and quality services delivered.
• Generate performance reports as required.

Skills

Organizational skills

High stress tolerance

Problem-solving skills

Education

ITIL v4 Foundation

Job description

Rondebosch, South Africa | Posted on 01/16/2026

We are a proudly South African-based company that provides fast and secure payment processing solutions to businesses and financial institutions across 17 countries in Africa. As a one-stop, omnichannel payment solutions partner, Ecentric brings businesses the very best payment processing software & services for in-person payments, online payments, as well as for efficient back-office administration and reconciliation.

Launched in 1998, Ecentric is characterised by innovation and a strong culture of excellence. Twenty-five years ago, the founders identified the need for a payments partner that serves more than one retailer, across more than one payment channel. Fast forward to today, Ecentric now processes 20% of South Africa’s card transactions (trusted by two thirds of South Africa’s leading retailers), we bring credibility built on quality and serves as a payments partner to 65% of JSE listed retailers - serving their in-store, online, mobile and omnichannel payments requirements.

Job Description

To ensure your application is successfully received and that you can smoothly complete the screening process, we encourage you to apply through our Career Portal: www.ecentric.co.za.

We look forward to reviewing your submission!

Introduction:

Our team offers comprehensive experience and expertise across the South African (and beyond) payment gateways landscape. To guarantee the best service, we handle all the one-to-many payment relationships on behalf of our clients so they may focus their energy on growing their business.

As leaders in payment compliance and security, our clients can have the peace of mind that their payment processing needs are met efficiently with absolute security.

Position Overview:

The Service Delivery Team Lead is responsible for the quality of the services provided to our customers. The Service Delivery Team Lead is required to act as a vital link between the customers, the services and products offered by the company, and the resources (both internal and external) that are utilised to provide these services. A key aspect of this role is strong communication, as the incumbent is required to interact regularly with clients and third-party service providers to ensure the highest quality of service delivery.

Roles and Responsibilities:

• Effectively monitoring, controlling and supporting a wide range of delivery services ensuring that all the procedures and methodologies are followed.
• Ensuring that the SLA's (service level agreements) in respect of contracted services are maintained and achieved but at the same time maintaining the highest quality of the services delivered to meet, and where possible exceed client expectations.
• Generating performance and management reports on request or as per schedule.
• Schedule and attend meetings that review client service, service improvements, performance and overall quality of the business process.
• Creating and maintaining client relationships.
• Responsible for staff appraisals, service desk and career development.
• Ensure all incidents are attended to within contracted resolution periods.
• Ensure all re-occurring problems are driven to a permanent resolution by the relevant teams.
• Running an effective and efficient Change Control process.
• Facilitate and manage the Change Control, Incident Management, Problem Management and Service Management processes.
• Single service interface and point of escalation for client (internal & external).
• Adhere to all contract management requirements – i.e. SLAs.
• Adherence to incident reporting requirements and timelines.
• Adherence to maintenance schedule requirements for timing and notification thereof.
• Administrate Operational purchase order process.
• Own and manage Customer satisfaction.
• Customer Satisfaction measurement and overall improvement.
• Maintain a good Customer relationship.
• Attend monthly client facing Service Level Management Meetings; and
• Supply daily, weekly, monthly reports to external and internal as scheduled.

Requirements

We encourage all applicants to carefully review the required skills, competencies, and education levels outlined in the job description. This ensures that we can focus on candidates with the right qualifications, leading to a more efficient and accurate evaluation of your application. To ensure your application can be fully considered, it is essential to complete the SAPIA assessment, which will be emailed to you immediately after submitting your application. We kindly request that you complete the assessment within the next 3 days to proceed with the short-listing process. We appreciate your prompt attention to this and look forward to reviewing your complete application.

Education and Experience:

• 3 years+ in a Service Delivery role
• 5+ years payments experience
• ITIL v4 Foundation experience
• Proven experience managing SLAs, client relationships, and service performance
• People management training or experience favourable

Skills and Behavioural Competencies:

• Ability to organize and plan
• High stress tolerance
• Problem-solving skills

Our Culture & Philosophy

We go beyond being just an employer - we are a long‑term career growth partner in South Africa's payments industry. Here, we unleash our employees’ potential, embrace innovation, and shape the future of the payments industry.

As such, we are committed to providing a comprehensive and competitive benefits package designed to support our employee's well‑being, foster personal and professional growth, and enhance the overall quality of life. Our employee benefits program is tailored to meet the diverse needs of our workforce, recognizing that each individual plays a vital role in driving our company forward.

From retirement planning to professional development and work-life balance initiatives, Ecentric is dedicated to empowering our employees to thrive both inside and outside the workplace. We understand that happy, healthy employees are the key to a thriving organization, and our benefits program reflects our ongoing commitment to supporting our most valuable asset – our people.

• Competitive salary structure including:
• Pension fund
• Disability Benefit
• Dread disease
• Funeral Cover
• Hybrid working arrangements are offered, with some exceptions.
• Conveniently located at the "Great Westerford Building" on the Corner of Dean Street and Main Road with access to:
• Dean Street Arcade and Newlands Quarters with a variety of Restaurants and Coffee Shops
• Child Care Facilities (inside Great Westerford Building)