Head of Support and Service Delivery

2 weeks ago

Cape Town, Western Cape, South Africa Parvana Full time
Job Description
About our company:
We are a diverse team of engineers, developers, and specialists in finance, HR, digital infrastructure, and marketing who love utilizing cutting-edge tech and digitized processes. We prioritize integrity and have a commitment to unity.

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.

Why Parvana:
We are a global presence with 500+ employees, headquartered in Cape Town, and prioritize integrity and have a commitment to unity. We love utilizing cutting-edge tech and digitized processes.

  • Head of IT Service Delivery Manager

    4 weeks ago

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

    Job Title: Head of IT Service DeliveryAt ABC Worldwide, we are seeking a highly skilled and experienced Head of IT Service Delivery to lead our IT service delivery team.Job Responsibilities:Develop and implement IT service delivery strategies that enhance customer satisfaction and operational efficiency.Oversee the planning, delivery, and support of IT...

  • Head of IT Service Delivery Expert

    3 weeks ago

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

    Job Title: Head of IT Service DeliveryAt ABC Worldwide, we are seeking a seasoned IT professional to lead our IT Service Delivery team.Job Responsibilities:Develop and implement IT service delivery strategies that enhance customer satisfaction and operational efficiency.Oversee the planning, delivery, and support of IT services, ensuring they meet quality...

  • IT Service Delivery Head

    1 week ago

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

    Job Title: IT Service Delivery ManagerThis role is responsible for managing the delivery of IT services to end-users, ensuring high-quality solutions that meet business needs.Key Responsibilities:Lead a team of technical specialists to deliver complex projects.Provide support, supervision, training, direction, and mentorship in tech development, support, and...

  • Head of Retail Operations

    1 month ago

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

    Job Title: Head of Retail South Africa – Cape TownAt Service Solutions, we are seeking a highly skilled and experienced professional to lead our retail division in Cape Town, South Africa. As the Head of Retail South Africa – Cape Town, you will be responsible for driving the overall strategy, sales, marketing, profitability, and operations of our retail...

  • Head of Supply Chain

    4 weeks ago

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

    Job Title: Head of Supply Chain - FMCG RetailWe are seeking an experienced Head of Supply Chain to join our team at Service Solutions. As a key member of our organization, you will be responsible for leading our supply chain operations and ensuring the smooth delivery of goods to our customers.Key Responsibilities:Sourcing and Procurement: Manage the...

  • Head of Supply Chain

    1 month ago

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

    Job Title: Head of Supply Chain - FMCG RetailWe are seeking an experienced Head of Supply Chain to join our team at Service Solutions. As a key member of our organization, you will be responsible for leading our supply chain operations and ensuring the smooth delivery of goods to our customers.Key Responsibilities:Sourcing and Procurement: Manage the...

  • Head of Supply Chain Management

    3 weeks ago

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

    Job Title: Head of Supply Chain – FMCG RetailCareer Opportunity at Service SolutionsJob SummaryWe are seeking an experienced Head of Supply Chain to join our team at Service Solutions. As a key member of our organization, you will be responsible for leading the supply chain function and driving business growth through strategic planning, process...

  • IT Service Delivery Director

    6 days 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...

  • Head of Service Delivery Specialist

    4 days ago

    Cape Town, Western Cape, South Africa Parvana Full time

    About Our ClientOur 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 ResponsibilitiesManage the SaaS platform's hosting environment, ensuring high availability, performance, and security while...

  • Head of IT Service Management

    1 month ago

    Cape Town, Western Cape, South Africa IOCO Full time

    Job Title: Head of IT Service ManagementWe are seeking a highly skilled and experienced Head of IT Service Management to lead our IT service management functions. This role involves overseeing the design, implementation, and maintenance of IT service management frameworks, ensuring that IT services meet the needs of the business effectively and...

  • Head of Partner Travel Services

    2 months ago

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

    {"title": "Head of Partner Travel Services", "description": "Job SummaryWe are seeking a highly skilled and experienced professional to lead our Partner Travel Services team. As the Head of Partner Travel Services, you will be responsible for building and executing a new business line within our Group, focusing on high-end tailor-made travel to ancillary...

  • Service Delivery Leader

    7 days ago

    Cape Town, Western Cape, South Africa Pragma Full time

    The Service Delivery Manager oversees the technical hosting environment and product support desk, ensuring seamless service delivery and high availability. This involves managing infrastructure stability, performance, and security, as well as leading the support desk team to deliver prompt and effective customer support.Key Responsibilities:Manage the...

  • Head of IT Service Management

    4 weeks ago

    Cape Town, Western Cape, South Africa IOCO Full time

    Job Title: Head of IT Service ManagementWe are seeking a highly skilled and experienced Head of IT Service Management to lead our IT service management functions. This role involves overseeing the design, implementation, and maintenance of IT service management frameworks, ensuring that IT services meet the needs of the business effectively and...

  • German Speaking Service Delivery Support Associate

    1 month ago

    Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

    Job Title: German Speaking Service Delivery Support AssociateWe are seeking a highly motivated and detail-oriented German Speaking Service Delivery Support Associate to join our team. As a key member of our customer support team, you will be responsible for providing exceptional service to our German-speaking customers, ensuring their needs are met and...

  • Service Delivery Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Pragma Full time

    Service Delivery Manager OverviewThe Service Delivery Manager role at Pragma is a critical position responsible for ensuring seamless service delivery, high availability, and client satisfaction. This involves overseeing the technical hosting environment and managing the product support desk to deliver prompt and effective customer support.Key...

  • German Speaking Service Delivery Support Associate

    2 months ago

    Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

    {"title": "Job Description", "content": "Job Title: German Speaking Service Delivery Support AssociateWe are seeking a highly driven German Speaking Service Delivery Support Associate to join our team. As a key member of our customer support team, you will be responsible for ensuring successful deliveries by supporting customers, drivers, shippers, and...

  • IT Service Delivery Lead

    5 days 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...

  • German Speaking Service Delivery Support Associate

    3 weeks ago

    Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

    Job Title: German Speaking Service Delivery Support AssociateJob Type: 9 month contractLocation: RemoteWorkplace: RemoteJob Description:We are seeking a highly driven German Speaking Service Delivery Support Associate to join our team. As a SDS Associate, you will be the first point of contact for our German customers, answering their requests through phone,...

  • Service Delivery Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Parvana Full time

    About Parvana:Parvana is a global company with a diverse team of engineers, developers, and specialists in finance, HR, digital infrastructure, and marketing. We prioritize integrity and have a commitment to unity.Job Role:The Service Delivery Manager will act as the main client contact for escalations, updates, and hosting inquiries. This role oversees...

  • Service Delivery Manager

    3 days 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...