IT Service Delivery Manager

Let's Write Africa's Story Together

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

This role is responsible for delivery of a variety of IT services to support business objectives and is individually accountable for achieving results through others, over periods of 3 months to a year. The Service Delivery Manager is responsible for end-to-end service delivery to customers in the IT organization across IT Delivery, Infrastructure and Operations.

The successful candidate is responsible for proactively managing the delivery of IT services to enable business, strategic and service outcomes of a specific segment or client area.

Area: GRiD

• Delivery of IT operational services to the business unit/s to ensure that business, strategic and service objectives are achieved and that services meet or exceed contracted/defined service levels.

• Puts the customer at the heart of business decisions and drives to improve value for customers.

• Actively acts as a customer champion and ensures responsiveness to customer needs so as to improve our speed to market.

• Proactively identifies, develops and maintains key segment and OML IT relationships to enable delivery of business and strategic outcomes through IT Services.

• Driving customer relationship management through ensuring expectations of service availability and performance are clearly defined and that appropriate levels of service quality transparency are provided;

• Identifies opportunities for collaboration across the OMEM value chain (e.g. Marketing/Digital) and ensures that the required IT support is provided with regards to new product launches, regional activations and similar across segment or support area.

• Assesses and evaluates operational efficiency measures on an ongoing basis.

• Continuously assesses client delivery, service trends and potential issues, provides insights and recommends improvements to business partner and delivery teams.

• Ensures timely, accurate and effective communications of System issues to all relevant parties.

• Monitors and reports on service delivery metrics to business and executive teams.

• Champion the outcomes of Service targets

• Delivery of IT operational services to the business unit/s to ensure that business, strategic and service objectives are achieved and that services meet or exceed contracted/defined service levels.

• Puts the customer at the heart of business decisions and drives to improve value for customers.

• Actively acts as a customer champion and ensures responsiveness to customer needs so as to improve our speed to market.

• Proactively identifies, develops and maintains key segment and OML IT relationships to enable delivery of business and strategic outcomes through IT Services.

• Driving customer relationship management through ensuring expectations of service availability and performance are clearly defined and that appropriate levels of service quality transparency are provided;

• Identifies opportunities for collaboration across the OMEM value chain (e.g. Marketing/Digital) and ensures that the required IT support is provided with regards to new product launches, regional activations and similar across segment or support area.

• Assesses and evaluates operational efficiency measures on an ongoing basis.

• Continuously assesses client delivery, service trends and potential issues, provides insights and recommends improvements to business partner and delivery teams.

• Ensures timely, accurate and effective communications of System issues to all relevant parties.

• Monitors and reports on service delivery metrics to business and executive teams.

• Champion the outcomes of Service targets

Requirements: Skills, Qualifications and Experience required:

• Matric plus relevant degree/diploma

• 3+ years' Experience in a similar role for a financial services organisation.

• Knowledge and deep understanding of ITSM – Information Technology Service Management

Competencies:

• A self-starter, with excellent organisational, planning and prioritising skills.

• Assumes responsibility and accountability for the successful completion of tasks and maintains a high standard of excellence.

• Excellent communication skills (written and verbal).

• Customer Centric approach.

• Experience in client relationship management and liaising at a Senior Management level.

• Work well under pressure and tight deadlines

Skills

Accountability, Action-Oriented, Business Insights, Collaboration, Communication, Complexity Management, Computer Network Operations, Contract Administration, Contract Management, Cost Budgeting, Customer-Focused, Data Analysis, Financial Acumen, Highly Resourceful, Information Retrieval, Innovation, Negotiation, Persuasion, Quality Planning, Report Review, Supplier Management, User Experience (UX) Design

Competencies

Action OrientedBusiness InsightCollaboratesCommunicates EffectivelyCourageCultivates InnovationCustomer FocusDecision Quality

Education

Bachelors Degree (B) (Required)

Closing Date

12 December 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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