Strategic Service Delivery & Projects Lead

Boardroom Appointments; Durban; On-site; ZAR 600,000 - 800,000; Full time

Job summary

Boardroom Appointments in Durban is seeking a Service Delivery & Project Manager to coordinate operational support and projects for customers, reporting to the Business Unit Manager. You will serve as a key liaison between internal teams, external vendors, and customer support teams to enhance service quality through dedicated support expertise and effective communication.

The role emphasizes strong communication, SLA management, and governance across initiatives, with responsibilities to plan,

Qualifications

• Matric/Senior Certificate.
• IT Related Tertiary Qualification (Degree or Diploma).
• Project Management Certification.
• ITIL V3/V4 (Foundation).
• Minimum 5 years of IT service delivery management experience.
• Minimum 2 years of project management and service management experience.

Responsibilities

• Establish and maintain constructive relationships between the service provider and customers.
• Identify changes in customer environments and technology trends affecting service provision.
• Articulate business requirements for new services or changes to existing services.
• Mediate conflicting service requirements from different business units.
• Negotiate and document service level agreements (SLAs) with customers.
• Assist in maintaining an accurate service portfolio and catalogue.
• Ensure alignment of underpinning contracts with SLA targets.
• Produce service level reports and conduct service performance reviews with customers.
• Act on improvement initiatives identified in service reviews.
• Manage customer complaints, escalation, and resolution.
• Measure, record, analyze, and improve customer satisfaction.
• Manage the production of required project deliverables.
• Plan, monitor, and execute projects.
• Engage with executive and cross-company stakeholders.
• Develop and track business cases and benefits.
• Shape and manage the delivery of strategic initiatives.
• Manage risks, issues, and constraints, offering alternatives where possible.
• Collaborate with key stakeholders, change managers, business analysts, BI developers, and integration areas.

Skills

ITIL V3/V4

Stakeholder management

Project management

Communication

Education

IT-related degree or diploma

Job description

Boardroom Appointments in Durban is seeking a Service Delivery & Project Manager to coordinate operational support and projects for customers, reporting to the Business Unit Manager. You will serve as a key liaison between internal teams, external vendors, and customer support teams to enhance service quality through dedicated support expertise and effective communication.

The role emphasizes strong communication, SLA management, and governance across initiatives, with responsibilities to plan,