Service Delivery Manager

4 days ago

Pinelands, Western Cape, South Africa Old Mutual South Africa Full time R1 200 000 - R2 400 000 per year

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
Manages the delivery of IT services to clients or internal stakeholders. Responsible for negotiating, developing, monitoring, and managing service level agreements relating to IT services and ensuring that these are met. Ensures that all processes, agreements, and contracts are appropriate for the agreed service level targets.

Responsibilities
Contract Requirements
Identify contract requirements and write specifications for a medium-sized portfolio or area of the business for existing contracts and/or new contracts.

Contract Management
Manage a portfolio of contracts and negotiate service-level agreements. Will also plan, coordinate, and supervise activities relating to major contracts.

Business Requirements Identification
Collect business requirements using a variety of methods, such as interviews, document analysis, workshops, and workflow analysis, to express the requirements in terms of target user roles and goals.

Data-Driven Product and Service Improvement
Research data from digital product/service performance, customer behavior, and market trends to identify

opportunities for product/service improvement.

Information and Business Advice
Provide specialist advice on the interpretation and application of policies and procedures, resolving queries and issues and referring very complex or contentious issues to others.

Cost Accounting
Conduct complex analyses of costs for a significant part of the business to identify variances, suggest efficiencies, and increase profitability.

Documentation and Backup
Create and maintain technical and/or user documentation to a high standard, and back up files to ensure instant recovery if problems occur.

Business Case Contribution
Contribute to developing business cases to quantify current costs, justify project investment, and identify the return on investment.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an in - depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

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 Oriented

Business Insight

Collaborates

Communicates Effectively

Courage

Cultivates Innovation

Customer Focus

Decision Quality

Education
Bachelors Degree (B) (Required)

Closing Date
19 November 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.
The Old Mutual Story

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