Head of Service Delivery Specialist

1 month ago

Cape Town, Western Cape, South Africa Parvana Full time

About Our Client

Our client is a global company with a diverse team of engineers, developers, and specialists in finance, HR, digital infrastructure, and marketing. They prioritize integrity and have a commitment to unity.

Key Responsibilities

  • Manage the SaaS platform's hosting environment, ensuring high availability, performance, and security while collaborating with DevOps and infrastructure teams for maintenance and scaling.
  • Oversee the support desk team, ensuring prompt and customer-centric service, developing SLAs and KPIs for performance measurement, and maintaining a knowledge base for efficient issue resolution.
  • Act as the escalation point for major incidents, leading root cause analysis and establishing incident response protocols to coordinate resolutions between support and technical teams.
  • Implement monitoring and automation for proactive issue detection and support process efficiency, continuously optimizing workflows to enhance customer satisfaction.
  • Conduct performance assessments and capacity planning for both hosting resources and support desk staffing to align with demand and business growth.
  • Ensure compliance with security standards and maintain documentation, coordinating security audits and promptly addressing vulnerabilities.
  • Foster a customer-centric culture by gathering feedback on service satisfaction, developing training programs for the support team, and encouraging continuous improvement.
  • Serve as a liaison between product development and support teams, facilitating smooth rollouts of new features and providing feedback from customer interactions to inform product enhancements.

Requirements

  • A relevant tertiary qualification would be beneficial.
  • ITIL, AWS Certified Solutions Architect, MS Certified: Azure Administrator, etc., are beneficial.
  • Relevant certifications in DevOps or Agile methodologies are also beneficial.
  • 5+ years of experience in service delivery and technical operations within SaaS or tech environments, including 3+ years in hosting management with cloud platforms (AWS, Azure, Google Cloud).
  • 2+ years managing customer support or service desk teams, with a focus on incident and problem management, including root cause analysis.
  • Proficient in cloud hosting environments and familiar with infrastructure-as-code tools (e.g., Terraform, Ansible) and monitoring tools (e.g., PRTG, Datadog).
  • Strong understanding of network infrastructure, security, and compliance in SaaS contexts, coupled with knowledge of DevOps practices and CI/CD pipelines.
  • Experience in customer success or client relationship management, emphasizing a customer-centric approach and ensuring high service standards.
  • Strong leadership skills with experience in building and mentoring support teams, as well as excellent communication and interpersonal abilities.
  • Proactive problem-solving skills focused on continuous improvement and effective decision-making.
  • Project management skills to coordinate tasks across technical and support functions efficiently.

Language: en

  • IT Service Delivery Specialist

    1 month ago

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

    We are seeking an IT Service Delivery Specialist to join our team at Isilumko Staffing. The ideal candidate will have 8-12 years of experience in managing IT service delivery for large client relationships (800+Seats). Key responsibilities will include client portfolio management, IT service management and delivery, and business value creation. The...

  • 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...

  • Courier Delivery Specialist

    1 week ago

    Cape Town, Western Cape, South Africa Western Cape Department of Health and Wellness Full time

    Job OverviewWe are seeking a reliable and detail-oriented Courier Delivery Specialist to join our team in the Western Cape. This role involves collection and distribution of mail documents and medical records, as well as delivery duties to various locations.Key ResponsibilitiesCollection and distribution of mail documents and medical records on the VBH...

  • Service Delivery Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Santam Insurance Full time

    Santam Insurance seeks a talented Service Delivery Specialist to join our team in the Western Cape. Job Title:Service Delivery SpecialistEstimated Salary: R250,000 - R350,000 per annum.About the Role:We are looking for an experienced professional to provide support to our Relationship Managers and deliver quality service to customers. The successful...

  • Service Delivery Specialist

    1 month ago

    Cape Town, Western Cape, South Africa Planet10 Full time

    Job Description:We are seeking a highly skilled Service Delivery Specialist to join our team at Planet10. As a key member of our support operations team, you will be responsible for providing top-notch technical support to our clients.Key Responsibilities:Perform system health checks to ensure optimal performance.Triage and escalate end-user support requests...

  • IT Service Delivery Director

    3 weeks ago

    Cape Town, Western Cape, South Africa Old Mutual Full time

    Job OverviewThis is a challenging role that requires an experienced professional to manage projects and oversee the delivery of high-quality technology solutions. As an IT Service Delivery Manager, you will be responsible for leading a team of technical specialists and ensuring that products and services meet business needs.

  • IT Service Delivery Lead

    1 month ago

    Cape Town, Western Cape, South Africa Old Mutual Full time

    Job DescriptionThis role is responsible for managing projects to deliver a specific product or transformation via a multi-disciplinary, highly skilled IT team.The IT Service Delivery Manager oversees a team of technical specialists that enable the delivery of high-quality technology solutions to end users to meet business needs. Defining project needs and...

  • Service Delivery Specialist

    1 month ago

    Cape Town, Western Cape, South Africa Sagen Advisory Full time

    Job SummaryWe are seeking a highly skilled Service Delivery Specialist to join our team at Sagen Advisory. The successful candidate will be responsible for maintaining excellent customer relationships through effective service delivery, assisting Account Managers with daily tasks, and actively resolving client queries.Key ResponsibilitiesEnsure that the...

  • IT Service Delivery Director

    1 month ago

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

    Job Description: Head of IT Service DeliveryAt ABC Worldwide, we are seeking a seasoned IT professional to lead our IT Service Delivery team. The successful candidate will be responsible for ensuring that our IT services align with business objectives and meet customer needs.Key Responsibilities:Develop and implement IT service delivery strategies that...

  • Product Delivery Specialist

    1 month ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Product Delivery SpecialistAt Initiate International, we are seeking a skilled Product Delivery Specialist to join our team. The ideal candidate will have a deep understanding of our customer base and be able to work closely with our Head of Brand Experience & Insights to develop a comprehensive business strategy. The Product Delivery Specialist will be...

  • Agile Delivery Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Datonomy Solutions Full time

    At Datonomy Solutions, we are seeking a highly skilled Agile Delivery Specialist to join our team in Cape Town. This role is an excellent opportunity for someone who wants to leverage their expertise in Scrum Master techniques to drive delivery excellence and growth in the financial services industry.The estimated salary for this position is R900,000 per...

  • Customer Service Specialist

    4 weeks ago

    Cape Town, Western Cape, South Africa EXL Service Full time

    About EXL ServiceEXL Service is a leading provider of customer service solutions, dedicated to delivering exceptional experiences for our clients and their customers.Job SummaryWe are seeking an experienced Customer Service Advisor to join our team. As a Customer Service Advisor, you will be responsible for providing top-notch support to our clients and...

  • 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...

  • Agile Delivery Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa iLaunch Full time

    At iLaunch, we are seeking a highly skilled Agile Delivery Specialist to join our team on a 12-month contractual basis. The ideal candidate will have a strong background in facilitating and coaching Agile practices, with a proven track record of enhancing team effectiveness.Key ResponsibilitiesFacilitate Scrum Team Practices: Enhance team effectiveness by...

  • Front Office Customer Service Delivery Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Lula Full time

    Job DescriptionWe are seeking a highly motivated and experienced individual to join our team as a Front Office Customer Service Delivery Specialist in Cape Town.The ideal candidate will have a strong passion for customer service and experience working in an omni-channel customer service environment.This role involves delivering exceptional customer service,...

  • Accounting Specialist

    4 weeks ago

    Cape Town, Western Cape, South Africa Service Solutions Full time

    Service Solutions is seeking a highly motivated Accounting Specialist to join our team in Blackheath / Kuils River.We offer a competitive market related salary of R250,000 per annum.About the RoleThis is an exciting opportunity for an experienced Bookkeeper to take on new challenges and responsibilities within our organization.The successful candidate will...

  • Agile Delivery Specialist

    2 months ago

    Cape Town, Western Cape, South Africa Datonomy Solutions Full time

    We are seeking a highly skilled Agile Delivery Specialist to champion our team's enablement in Cape Town. The ideal candidate will possess excellent communication skills and high organizational and ownership capacity. As a servant leader, they will drive delivery through the facilitation of the team's enablement, championing agile principles, values, and...

  • 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,...

  • Logistics Delivery Specialist

    4 weeks ago

    Cape Town, Western Cape, South Africa Optential Consulting Full time

    Company Overview:Optential Consulting is a dynamic and innovative company that requires skilled professionals to drive our success.About the Role:We are seeking a highly motivated Logistics Delivery Specialist to join our team. As a key member of our delivery team, you will be responsible for ensuring timely and efficient delivery of items to our...