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Job summary
A dynamic technology services firm in Johannesburg seeks a results-driven Service Delivery Manager with 5-9 years of experience. You will oversee service delivery to ensure high performance, manage client relationships, and drive improvements in processes. The ideal candidate will have a Bachelor's degree in IT or a related field, along with strong skills in stakeholder management and ITIL practices. This role offers the opportunity to lead a cross-functional team in enhancing service delivery.
Qualifications
- 5-9 years of experience in service delivery or client management.
- Proven experience managing service performance in multi-client environments.
- Strong knowledge of ITIL practices is preferable.
Responsibilities
- Ensure high levels of customer satisfaction through effective service delivery.
- Oversee the end-to-end delivery of IT/business services.
- Coordinate cross-functional teams to resolve service issues.
Skills
Education
Tools
Job Overview :
We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.
Key Responsibilities :
Service Management & Delivery :
Ensure high levels of customer satisfaction through effective service delivery and management.
Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.
Monitor performance metrics and prepare service reports for clients and internal leadership.
Stakeholder Engagement :
Act as the main point of contact for client service-related issues and escalations.
Build and maintain strong relationships with customers and internal delivery teams.
Team Leadership & Coordination :
Coordinate cross-functional teams to ensure timely resolution of service issues.
Provide mentoring and direction to junior delivery staff or support teams.
Process Improvement :
Identify gaps and inefficiencies in service delivery processes; implement improvements.
Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).
Project Support :
Support the delivery of new services, transitions, and transformation initiatives.
Collaborate with project managers to align service capabilities with project deliverables.
Required Skills & Qualifications :
Bachelors degree in Information Technology, Business Administration, or related field.
5-9 years of experience in a service delivery or client management role.
Proven experience managing service performance in complex, multi-client environments.
Strong knowledge of ITIL practices (certification preferred).
Excellent problem-solving, communication, and stakeholder management skills.
Strong organizational and multitasking abilities.
Preferred Qualifications :
Experience in cloud-based or digital service environments.
Experience managing third-party vendors or offshore delivery teams.
PMP or similar project management certification is a plus.
Familiarity with service tools such as ServiceNow, Jira, or equivalent.
Key Competencies :
Customer-centric mindset
Analytical thinking
Leadership and team collaboration
Conflict resolution
Time and priority management
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.