It jobs in United States

Location: Cape Town

Employment Type: Full-Time | Onsite

Working Hours: Must be willing to work US working hours (2pm – 11pm).

Salary: R60000 - R65000 Per Month

About Our Client

We are seeking an experienced IT Service Delivery Manager to join our client’s award-winning Global Technology Team. The successful candidate will be responsible for managing large-scale IT service delivery operations, ensuring optimal performance, service quality, and client satisfaction across multiple technology platforms.

This role requires a hands‑on leader with deep technical understanding, client‑facing experience, and the ability to drive operational excellence in a high‑demand, global environment.

• Client Account Management: Oversee end‑to‑end IT service delivery for enterprise clients (800+ seats). Lead service reviews (MBR/QBR) and maintain strong client relationships.
• Service Excellence: Monitor SLAs, manage escalations and major incidents, implement continuous improvements, and ensure operational efficiency.
• Technology Implementation: Design and deploy solutions across cloud (AWS, Azure, GCP), networking, and contact centre platforms (Avaya, Genesys, Cisco, Five9).
• Governance & Compliance: Ensure compliance with IT security, data privacy, and regulatory requirements. Work closely with audit and compliance teams.
• Stakeholder Engagement: Communicate effectively at all levels, providing consultative and solution‑oriented guidance to clients and internal teams.

• Experience: 8–12 years managing IT service delivery and call centre operations for large enterprise environments (800+ seats).
• Technical Skills:
  • Cloud technologies (AWS, Azure, GCP) and service models (IaaS, PaaS, SaaS).
  • Strong networking fundamentals (A+, Network+), including troubleshooting and IT support.
  • Experience with contact centre platforms such as Avaya, Genesys, Cisco, or Five9.
• Frameworks & Tools: Familiarity with ITIL/ITSM, project management methodologies, MS Project, and Visio.
• Client‑Facing Ability: Proven capability to engage with clients, gather requirements, and translate needs into tailored IT solutions.

• Bachelor’s degree (B.E./B.Tech preferred).
• Relevant certifications such as ITIL/ITSM, PMP, or Cloud (AWS, Azure) certifications are advantageous.

• Excellent communication and stakeholder management skills.
• Strong analytical and problem‑solving capabilities.
• Customer‑centric mindset with a focus on quality and results.
• Proven ability to drive value, efficiency, and cost optimisation across large operations.