Senior IT Service Delivery Manager

1 week ago


Cape Town, Western Cape, South Africa DLK Group (PTY) Ltd Full time
Job Title:

Senior Service Level Manager

Job Description:

We are seeking an experienced IT Service Management Specialist to oversee the implementation and operations of ITSM processes within our organization. The ideal candidate will possess a relevant Bachelor's degree and an ITIL certification, along with at least five years of experience in IT Service Management within a large-scale environment. This role is crucial for ensuring that IT services align with business needs and are delivered efficiently and effectively.


Duties and Responsibilities:
  • Implement ITIL processes (Incident Management, Change Management, Problem Management, etc.) across the organization, ensuring adherence to best practices.
  • Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service delivery meets organizational standards.
  • Work closely with cross-functional teams, including IT operations, support, and business units, to align IT services with business objectives.
  • Identify opportunities for process improvements and efficiency gains within ITSM practices. Facilitate workshops and training sessions to promote a culture of continuous improvement.
  • Maintain accurate documentation of ITSM processes, procedures, and workflows. Prepare regular reports on service performance and improvement initiatives.
  • Oversee the change management process, ensuring all changes are assessed, authorized, and implemented with minimal disruption to services.
  • Manage the incident and problem management processes, ensuring timely resolution of issues and minimizing the impact on business operations.
  • Administer and optimize ITSM tools and platforms, ensuring they are effectively utilized to support service delivery and reporting needs.


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