IT Service Delivery Lead

SUMMARY:
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POSITION INFO:

IT Service Delivery Lead | Johannesburg | Permanent

Drive the performance and reliability of critical IT services in a fast-paced, enterprise environment. Take ownership of service delivery excellence while shaping continuous improvement across multiple technology domains.

This role is responsible for the end-to-end delivery, performance, and optimisation of IT services across the organisation. You will lead operational service delivery across infrastructure, networks, end-user computing, platforms, and business applications, ensuring services are stable, secure, and aligned to agreed service levels. Working closely with internal teams and external providers, you will coordinate service operations, manage performance, and ensure a consistent, customer-focused experience.

You will also play a key role in bridging operations and project delivery, ensuring new and changed services are introduced seamlessly into the live environment. This includes overseeing service transition, operational readiness, and embedding sustainable support models into business-as-usual operations.

Our client is a well-established organisation operating within a complex, multi-vendor IT environment. They are committed to service excellence, operational discipline, and continuous improvement, offering a collaborative environment where accountability and performance are highly valued.

What You’ll Do

• Own and lead the delivery of all IT operational services, ensuring stability, availability, and performance
• Coordinate internal IT teams and external service providers to meet SLAs and customer expectations
• Drive incident, problem, change, and service request management in line with ITIL practices
• Lead major incident management, including communication, escalation, and post-incident reviews
• Oversee service transition and ensure operational readiness for new and changed services
• Manage ITSM platform effectiveness, including data quality, workflows, and reporting
• Produce and present service performance reports, trends, and improvement insights
• Provide oversight across IT projects to ensure alignment with operational priorities
• Lead vendor engagement, service reviews, and performance management
• Build strong stakeholder relationships and ensure clear communication across all service activities
• Identify risks, control gaps, and improvement opportunities across service delivery

What You Bring

• Degree or Diploma in Information Technology or equivalent experience
• ITIL Foundation certification (advanced certifications advantageous)
• Minimum 5 years’ experience in IT service delivery, IT operations, or ITSM environments
• Proven experience managing third-party vendors and service performance
• Strong understanding of ITIL processes including Incident, Problem, Change, and Service Level Management
• Experience supporting project delivery and service transition into operations
• Strong analytical, reporting, and data interpretation skills
• Excellent stakeholder engagement and communication capabilities
• Ability to perform under pressure, particularly during major incidents

What Success Looks Like

• Consistent delivery of stable, high-performing IT services aligned to business needs
• Measurable improvements in service performance, SLA adherence, and customer satisfaction
• Effective governance of ITIL processes with reduced recurring incidents
• Seamless transition of projects into operational environments
• Strong vendor performance and collaborative service improvement outcomes
• Clear, actionable reporting that supports informed decision-making

Client Information

A reputable organisation with a mature IT environment, focused on delivering reliable, high-quality technology services through strong governance, vendor partnerships, and continuous improvement initiatives.