Service Delivery Manager

1 month ago

Cape Town, South Africa Pragma Full time

**Job Advert Summary**:
The Service Delivery Manager (SDM) for On Key Software Solutions is responsible for managing both the technical hosting environment and the product support desk, ensuring seamless service delivery, high availability, and client satisfaction. This role requires a balanced focus on overseeing infrastructure stability, performance, and security, while also managing the support desk team to deliver prompt and effective customer support. The SDM is the primary point of contact for escalations, leads incident management, and drives continuous improvement initiatives across hosting operations and customer support processes. Collaboration with cross-functional teams, including DevOps, product, and customer success, is essential to optimize service performance, enhance customer experience, and support the company's growth.

**Minimum Requirements**:
**Minimum Experience**:

- 5+ years of experience in service delivery, technical operations, or support management within a SaaS or tech environment
- 3+ years in hosting or infrastructure management, with a strong understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and DevOps practices
- 2+ years in managing customer support or service desk teams, ideally within a technical or SaaS environment
- Experience with incident and problem management, including root cause analysis, in both hosting and customer support contexts
- Background in customer success or client relationship management is beneficial, ensuring a customer-centric approach

**Technical Requirements**:

- Proficiency in cloud hosting environments (AWS, Azure, or Google Cloud) and familiarity with infrastructure-as-code tools (e.g., Terraform, Ansible)
- Understanding of network infrastructure, security, and compliance requirements, particularly within SaaS environments
- Experience with monitoring tools and incident management systems (e.g., PRTG, Zabix, Datadog, PagerDuty)
- Knowledge of DevOps practices and CI/CD pipelines, along with an understanding of automation tools and scripts
- Familiarity with ITIL principles and best practices in service delivery and support management

**Soft Skills**:

- Strong leadership and team management abilities, with experience in building and mentoring support teams
- Excellent communication and interpersonal skills to collaborate across departments and with external clients
- Problem-solving and decision-making skills, with a focus on proactive issue resolution and continuous improvement
- Customer-focused mindset, ensuring a high standard of service and responsiveness to client needs
- Project management skills to coordinate tasks across technical and support functions effectively
- Willingness to gain strong On Key skills

**Qualifications**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- ITIL certification is highly preferred, as it demonstrates knowledge of IT service management best practices
- Certifications in cloud technologies (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator) are advantageous
- Relevant certifications in DevOps or Agile methodologies can be beneficial for managing technical processes

**Duties & Responsibilities**:
**_ Hosting Environment Management_**
- Oversee the SaaS platform's hosting environment to ensure high availability, performance, and security
- Collaborate with DevOps and infrastructure teams for maintenance, upgrades, and resource scaling
- Ensure compliance with backup, disaster recovery, and failover protocols, minimizing risk to service continuity

**_Product Support Desk Management_**
- Manage the support desk team, ensuring prompt, effective, and customer-centric service for technical issues
- Develop and enforce SLAs and KPIs for response times, resolution times, and customer satisfaction
- Maintain a knowledge base and support documentation, ensuring the support team is well-equipped to resolve issues quickly

**_Incident and Problem Management_**
- Act as the escalation point for both hosting and product support issues, managing major incidents end-to-end
- Lead root cause analysis for recurring issues, ensuring that corrective actions prevent future incidents
- Establish clear incident response protocols, coordinating between support and technical teams to resolve issues

**_System Monitoring and Performance Optimization_**
- Regularly assess performance metrics, such as system load, response times, and latency, to identify improvement areas
- Work with infrastructure and DevOps teams to ensure hosting resources align with peak demand and scalability requirements

**_Customer Support and Satisfaction_**
- Foster a customer-centric culture within the support desk, focusing on delivering an excellent customer experience
- Regularly gather feedback from customers on service satisfaction and areas for improvement
- Develop training programs for the support team to continuously enhance pr

  • Service Delivery Expert

    1 week ago

    Cape Town CBD, South Africa EXL Service Full time

    Job DescriptionThis role involves excelling in the utilities industry and existing markets of the UK Market. The position requires a combination of providing excellent customer service, managing majorly inbound calls for customers to handle service of high standards.The ideal candidate will have 6-12 months call centre experience, a Matric clear credit...

  • IT Service Delivery Manager

    3 weeks ago

    Cape Town, Western Cape, South Africa Isilumko Staffing Full time

    Job DescriptionWe are seeking an experienced IT Service Delivery Manager to lead our client-facing team. As a key member of our organization, you will be responsible for ensuring seamless IT service management and driving business growth through effective IT intervention.About the RoleClient Portfolio Management: You will serve as the end-to-end owner of key...

  • IT Service Delivery Manager

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Description: IT Service Delivery ManagerAt ABC Worldwide, we are seeking an experienced IT Service Delivery Manager to lead our IT service delivery team.Key Responsibilities:Develop and implement IT service delivery strategies that enhance customer satisfaction and operational efficiency.Oversee the planning, delivery, and support of IT services,...

  • IT Service Delivery Manager

    6 months ago

    Cape Town, South Africa Surgo HR & Training Full time

    Surgo (PTY) Ltd. has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They aim to bridge the gap between digital expectations and real outcomes for international companies with Digital Intelligence. Our client is recruiting for an IT...

  • Service Delivery Manager

    6 months ago

    Cape Town, South Africa Engen Full time

    **Purpose of the Job**: To manage the delivery of IT services to business stakeholders by collaborating with IT Business Partners and relevant vendors to define, agree and set service level agreements (SLA), operational level agreements (OLA) and underpinning contracts (UC) to drive IT service delivery excellence in support of achieving business objectives...

  • Service Delivery Manager

    6 months ago

    Cape Town, South Africa Guud Full time

    **Company Overview**: Guud is a pioneering provider of innovative healthcare solutions committed to improving access to high-quality patient care. Our mission is to deliver essential healthcare services directly to communities through our advanced fleet of mobile healthcare units. We prioritize cutting-edge technology and a dedicated team to ensure...

  • IT Service Delivery Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job Description:At WNS Global Services, we are seeking a skilled IT Service Delivery Manager to join our team. In this role, you will be responsible for overseeing the delivery of high-quality IT services to our clients.Key Responsibilities:Manage IT projects and ensure timely delivery of servicesCollaborate with cross-functional teams to drive business...

  • Service Delivery Manager

    6 months ago

    Cape Town, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • IT Service Delivery

    6 months ago

    Cape Town, South Africa Isilumko Staffing Full time

    Our BPO client is looking for Service Delivery candidates: Basic Function: This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams Essential Functions Client...

  • Deliveries Optimization Manager

    8 months ago

    Cape Town, South Africa Fempower Personnel Full time

    **Exciting Opportunity for Deliveries Optimization Manager / Delivery Services Manager!** Our client, a prominent player in the foods and beverages manufacturing industry, is seeking a dynamic professional to join their team in the role of Deliveries Optimization Manager / Delivery Services Manager. **Purpose of the Position**: To optimize deliveries to...

  • IT Service Delivery Manager

    6 months ago

    Cape Town, South Africa Pro Tem Full time

    The Service Delivery Manager is responsible for the delivery of Cloud MXDR service offering. This includes the following processes, responsibilities, and tasks: - Day-to-day functional management of the MXDR team and members - Project management for connecting customers to the Cloud MXDR - Preparing and monitoring the Cloud MXDR SLA for assigned...

  • Service Delivery Manager

    2 months ago

    Cape Town, South Africa Integrity360 Full time

    **About Us** Integrity360 is one of Europe’s leading cyber security specialists operating from office locations spread out across Europe, providing a comprehensive range of professional, support and managed cyber security services for our 300+ customers. With four top-class Security Operation Centers, we offer a complete end-to-end security services...

  • Service Delivery Manager

    3 days ago

    Cape Town, South Africa Advania UK Full time

    **About Us**: We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational...

  • Service Delivery Manager

    1 month ago

    Cape Town, Western Cape, South Africa Pragma Full time

    Role Overview:As a Service Delivery Manager at Pragma, you will be responsible for overseeing the technical hosting environment and product support desk, ensuring seamless service delivery, high availability, and client satisfaction.Key Responsibilities:• Manage infrastructure stability, performance, and security.• Lead incident management and drive...

  • Service Delivery Manager

    1 week ago

    Cape Town, Western Cape, South Africa MRI Software Full time

    We are seeking a seasoned Service Delivery Manager to lead our Professional Services team in Cape Town, South Africa.About the RoleThis is an exceptional opportunity for a highly motivated individual to oversee the daily functions of their SA region Services team members in the Professional Services departments.The ideal candidate will report directly to the...

  • Service Delivery Manager

    1 month ago

    Cape Town, South Africa Pragma Full time

    The Service Delivery Manager (SDM) for On Key Software Solutions is responsible for managing both the technical hosting environment and the product support desk, ensuring seamless service delivery, high availability, and client satisfaction. This role requires a balanced focus on overseeing infrastructure stability, performance, and security, while also...

  • IT Service Delivery Manager

    1 month ago

    Cape Town, Western Cape, South Africa Parvana Full time

    About our organisation: Parvana is an international organisation dedicated to driving positive change in society. With a strong focus on ethics and upliftment programs, our tech environment is at the forefront of innovation. This is an ideal opportunity for a dedicated professional to make a real difference in the world. About the role: We are seeking an...

  • Delivery Support Specialist

    4 weeks ago

    Cape Town, Western Cape, South Africa United Parcel Service Full time

    About UPSWe are a leading logistics company dedicated to delivering packages and providing excellent customer service. Our team is comprised of hardworking individuals who work together to ensure timely and efficient delivery of goods.Job SummaryWe are seeking a Delivery Support Specialist to join our team. In this role, you will assist our drivers with...

  • Service Delivery Manager

    4 weeks ago

    Cape Town, Western Cape, South Africa Ares Holdings Full time

    Job SummaryAres Holdings is seeking a seasoned Service Delivery Manager to spearhead the customer experience and drive operational excellence in their rapidly expanding distributor team.About the RoleAs a key member of the leadership team, you will be responsible for managing the day-to-day activities of the customer service team, ensuring seamless delivery...

  • Service Delivery Manager

    2 weeks ago

    Cape Town, South Africa Sigma Connected Group Full time

    What being part of the Sigma Family means for you: Service Delivery Manager As a Service Delivery Manager, you will be responsible for leading the performance and development of Team Managers and their teams, ensuring operational excellence, high staff engagement, and delivering on client requirements. Your focus is on achieving key performance indicators...