Information Technology Service Delivery Manager

5 days ago

Cape Town, Western Cape, South Africa EXL Full time R1 500 000 - R2 500 000 per year

We are seeking an
experienced IT Service Delivery Manager
to join our Global Technology Team. This role requires strong technical service delivery expertise, end-to-end client ownership, and proven success managing
large-scale, global environments (800+ seats, 1000+ users, 24x7 operations).


What You'll Do

  • Lead
    client service delivery
    across infrastructure and cloud-heavy environments.
  • Manage governance forums (
    MBR/QBR
    ), escalations, and stakeholder engagement.
  • Oversee ITIL/ITSM-aligned operations (Incident, Problem, Change, Service Mgmt).
  • Deliver
    greenfield setups
    and technology transformations (sizing, licensing, passive & active infra).
  • Drive operational excellence across networks, telephony, servers, security, and cloud.


What We're Looking For

Experience (8–12 years)
: IT Service Delivery Manager / Service Delivery Lead / Client Service Delivery Manager.

Global Delivery
: Managed large-scale environments (800+ seats / 1000+ users).

Infrastructure Knowledge
:

  • Networks
    : WAN, LAN, SD-WAN, MPLS, VPN, Routing, Switching
  • Telephony
    : Avaya, Genesys, Cisco, Five9, PBX/VoIP
  • Systems
    : Windows/Linux servers, Active Directory, VMware/Hyper-V
  • Security
    : Firewalls (Checkpoint, Palo Alto, Fortinet), IAM, Endpoint Security
  • Cloud
    : AWS, Azure, GCP (IaaS, PaaS, SaaS)


Greenfield Projects
: Infra setup, implementation, technology transformation.


End User Computing (EUC)
: O365, Intune, SCCM, VPN, Imaging, Remote Access.


Governance
: Stakeholder management, MBR/QBR, escalations, project/program delivery (Agile/Waterfall/Hybrid).


Latest Experience
: Past 3–4 years in
tech client service delivery
within infra/cloud-heavy environments.


Ideal Profile

  • Strong client-facing and consultative skills.
  • Ability to manage complex, high-volume operations.
  • Proven track record of SLA adherence and process improvements.
  • Certifications in ITIL, PMP, or cloud (AWS/Azure) a plus.

If you are a
Tech Client Service Delivery leader
with deep
infrastructure & cloud expertise
, we want to connect with you

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets

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