Global Service Delivery Manager

6 days ago

Johannesburg Metropolitan Area, South Africa Miprint Consulting Full time R60 000 - R120 000 per year

Are you passionate about turning business demand into smooth, predictable delivery? Our client is looking for a
Service Request Manager
to join a high-performing Global Markets environment, working closely with traders, quants, data specialists, and technology teams.

This role is ideal for someone who understands the fast pace of Markets and knows how to manage service flow, prioritise requests, and keep delivery teams operating with clarity and focus.

Responsibilities:

In this role, you'll take ownership of
end-to-end service request management
, ensuring that incoming work is clearly scoped, prioritised, and aligned with capacity. You will:

  • Oversee
    demand intake
    , request triage, and prioritisation based on urgency and business value.
  • Define and shape
    portfolio epics
    , helping stakeholders refine scope, identify MVPs, and align work to OKRs.
  • Build strong, trusted partnerships with stakeholders and keep them up to date with monthly/quarterly reports and reviews.
  • Support financial planning, budgeting, and resource allocation, and help maintain funding/recharge models.
  • Work with delivery managers, analysts, and engineering teams to ensure committed work is handed off smoothly.
  • Continuously match capacity with demand to protect teams from overload and maintain sustainable flow.
  • Track and report on performance metrics such as lead times, work item aging, capacity usage, and SLAs.
  • Ensure governance, compliance, and risk alignment throughout the delivery lifecycle.

Required Experience

  • 5+ years in
    Project Management, IT Service Delivery
    , or a similar role
  • Hands-on experience working in
    Agile or Kanban environments
  • 3+ years working in
    Global Markets
    (Risk, Capital Markets, Trading, Equities, or Counterparty Risk)
  • Strong understanding of process leadership and driving operational excellence

Nice-To-Have

  • Exposure to Kanban cadences and the Kanban Maturity Model
  • Ability to balance demand vs capacity using flow metrics and WIP practices
  • Certifications in Agile, Kanban, PMP, ITIL, or similar fields

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