Service Delivery Manager

4 days ago

Johannesburg, Gauteng, South Africa SavageOne Pty Full time R1 200 000 - R2 400 000 per year


Job Overview:

We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.

Key Responsibilities:

  • Service Management & Delivery:

    • Ensure high levels of customer satisfaction through effective service delivery and management.

    • Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.

    • Monitor performance metrics and prepare service reports for clients and internal leadership.

  • Stakeholder Engagement:

    • Act as the main point of contact for client service-related issues and escalations.

    • Build and maintain strong relationships with customers and internal delivery teams.

  • Team Leadership & Coordination:

    • Coordinate cross-functional teams to ensure timely resolution of service issues.

    • Provide mentoring and direction to junior delivery staff or support teams.

  • Process Improvement:

    • Identify gaps and inefficiencies in service delivery processes; implement improvements.

    • Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).

  • Project Support:

    • Support the delivery of new services, transitions, and transformation initiatives.

    • Collaborate with project managers to align service capabilities with project deliverables.

Required Skills & Qualifications:

  • Bachelors degree in Information Technology, Business Administration, or related field.

  • 5-9 years of experience in a service delivery or client management role.

  • Proven experience managing service performance in complex, multi-client environments.

  • Strong knowledge of ITIL practices (certification preferred).

  • Excellent problem-solving, communication, and stakeholder management skills.

  • Strong organizational and multitasking abilities.

Preferred Qualifications:

  • Experience in cloud-based or digital service environments.

  • Experience managing third-party vendors or offshore delivery teams.

  • PMP or similar project management certification is a plus.

  • Familiarity with service tools such as ServiceNow, Jira, or equivalent.

Key Competencies:

  • Customer-centric mindset

  • Analytical thinking

  • Leadership and team collaboration

  • Conflict resolution

  • Time and priority management


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