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IT Service Delivery Manager

2 weeks ago

Pretoria, Gauteng, South Africa Sabenza It & Recruitment Full time

We are looking for a highly skilled Technical Operations Manager to manage our offshore client relationships. As a key member of our team, you will be responsible for driving operational excellence, streamlining cloud-based solutions, and overseeing technical delivery.

Your Key Responsibilities:

  • Provide 1st and 2nd Level Support for the Technical Helpdesk, ensuring timely and reliable operational activities.
  • Work closely with the development team and third-party software providers to become an expert of OTM's product suite.
  • Deliver exceptional customer service and technical expertise to partners and internal IT support teams.
  • Compile detailed reports of problems and conduct initial investigations, driving ticket resolution to closure.
  • Administer and maintain the Helpdesk ticketing system - Jira Service Desk, ensuring regular updates to stakeholders.
  • Provide monthly reporting on helpdesk activity and adherence to external and internal SLA requirements.

What We're Looking For:

  • University Degree (BSc or higher) in a related field.
  • At least 5 years of relevant experience.
  • Experience with Linux systems.
  • Excellent English communication skills.
  • Customer-focused with strong analytical skills and a methodical approach.
  • Highly organized, able to manage multiple projects, and work effectively under pressure.
  • Able to work independently with minimal supervision and collaborate with global teams.
  • Strong problem-solving skills, ability to think creatively, and deliver high-quality results within tight deadlines.
  • Proficiency in servers, networking components, and Cisco VPN.