Head of Service Delivery Management

SUMMARY:
Our client an enterprise technology services company specializing in intelligent digital operations based in Centurion is urgently looking for the Head of Service Delivery Management to provide strategic and operational leadership over service delivery governance, ensuring that contracted services, SLAs, service performance, escalations, operational readiness and continual-improvement commitments are consistently managed, measured and visible.
 
The successful candidate must be confident navigating difficult service conversations, interrogating service evidence and incident trends, constructively challenging delivery teams and driving timely corrective action. They must demonstrate sound judgement regarding the boundaries between service management and technical, account, commercial and legal authority, ensuring issues are escalated appropriately without overstepping those responsibilities.

POSITION INFO:
In order to be considered the following is required: 10+ years of enterprise IT service delivery, service management, managed services or related customer operations experience, with meaningful leadership accountability Proven leadership of Service Delivery Managers or comparable client-facing service-management professionals across multiple enterprise accounts Demonstrated ownership of complex SLA-driven service governance and service-performance improvement. Evidence of leading major client escalations, including executive communication, cross-functional recovery and preventative follow-through Strong practical knowledge of ITIL-aligned service management - not certification without application Experience engaging senior client stakeholders, including CIO, CTO or Senior IT Operations leadership Commercial awareness of how service performance affects retention, margin, service credits, scope and contractual exposure Relevant tertiary qualification or equivalent senior industry experience; ITIL 4 Foundation or equivalent recognised service-management foundation Complex or regulated enterprise environments such as financial services, public sector, telecommunications or large outsourcing Higher-level ITIL, SIAM, ISO \/ IEC 20000, COBIT, PMP \/ PRINCE2 or related service\/governance certification Working knowledge of enterprise monitoring, observability, AIOps, automation and digital operations Operational-readiness \/ service-transition governance and evidence of standardising an SDM capability Responsibilities: Led an SDM function or several SDMs across multiple enterprise clients; clarify team size, portfolio complexity and personal accountability A material deterioration in service performance; diagnosis, corrective governance and sustained improvement Serious client escalation with executive communication, cross-functional recovery, decision discipline and prevention Introduced consistent service governance, reporting or operating standards across inconsistent accounts or teams Challenged or stopped an incomplete handover \/ support model and defined what had to be true before acceptance Managed a service issue with service-credit, margin, scope or contractual exposure without exceeding authority Developed or performance-managed experienced SDMs and raised capability or consistency Delivered a measurable service, customer or efficiency improvement from recurring issues or service data The role will lead and develop a high-performing team of client-aligned Service Delivery Managers, fostering accountability, collaboration and service excellence. If you are a strategic and commercially astute service delivery leader who thrives in a complex enterprise environment, has a strong track record of driving service excellence and is passionate about developing high-performing teams, we would like to hear from you. Please URGENTLY email us your CV to join a leading enterprise technology services organisation and play a pivotal role in strengthening service delivery governance, client satisfaction and operational performance. Information displayed above not limited to advertisement Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application.