Head of IT Service Delivery

SUMMARY:
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POSITION INFO:

Job Title: Head of IT Service Delivery

? Location: Cape Town, South Africa
? Type: Permanent | Full-Time

Role Overview:

We are seeking an experienced Head of IT Service Delivery to lead and manage the delivery of IT services across key client accounts. This is a strategic, client-facing role focused on ensuring excellence in IT service management, driving value creation, and supporting operational growth through robust technology solutions.

You will be responsible for managing service delivery operations, overseeing client engagements, leading compliance initiatives, and improving productivity through continuous service improvement initiatives.

Key Responsibilities:

• Own the end-to-end IT service delivery for key client portfolios.

• Lead service delivery reviews (MBR/QBR) and participate in client growth discussions.

• Drive service improvement plans and cost optimization initiatives.

• Ensure compliance and information security in alignment with client and internal audit expectations.

• Act as the main liaison between client technology teams and internal delivery teams.

• Oversee incident management and maintain a central record of application issues and downtimes.

• Collaborate with internal technology teams and business leaders to align delivery performance with business goals.

Internal and External Interactions:

• Internal: Business leaders, all technology sub-functions, and audit/compliance teams.

• External: Client IT and business teams, external service providers (especially for service desk operations).

Key Skills & Competencies: Technical Skills:

• Solid understanding of networking, systems infrastructure, voice solutions, and business applications.

• Working knowledge of MS Office, MS Project, and Visio.

• Familiarity with ITIL/ITSM frameworks (certification preferred).

• Understanding of project management methodologies (PMP certification is a plus).

Process & Domain Knowledge:

• Strong knowledge of enterprise IT and business process delivery.

• Proven ability to manage service delivery across large-scale client environments (800+ seats).

• Experience leading multi-functional IT teams in complex delivery models.

Soft Skills:

• Excellent communication and stakeholder engagement abilities.

• Strong presentation and interpersonal skills.

• Consultative approach with advanced problem-solving capability.

• Customer service-oriented mindset with global delivery exposure.

Education & Experience:

• Bachelor’s degree (B.E. / B.Tech preferred).

• Industry certifications such as ITIL, ITSM, or PMP are advantageous.

• 8–12 years of experience in IT service delivery, including leadership of large-scale client operations.

• Willingness to operate in a 24x7 environment when required.