IT Service Delivery Manager

SUMMARY:
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POSITION INFO:

IT Service Delivery Manager

Cape Town I Permanent I Onsite

Experience:
• 8–12 years managing IT service delivery and call center operations for large-scale clients (800+ seats).
• Proven track record in driving SLA adherence, process improvements, and operational efficiency.
• Exposure to 24x7 operational environments.

Technical Skills:
• Strong knowledge of cloud technologies (AWS, Azure, GCP) and cloud service models (IaaS, PaaS, SaaS).
• Solid IT networking fundamentals (A+, Network+) including troubleshooting and hardware/software support.
• Experience with call center platforms such as Avaya, Genesys, Cisco, or Five9.
• Familiarity with ITIL/ITSM frameworks and project management methodologies.
• Proficiency in MS Office, MS Project, and Visio.

Qualifications:
• Bachelor’s degree (B.E./B.Tech preferred).
• Relevant certifications such as ITIL/ITSM, PMP, or cloud certifications (AWS, Azure) are an advantage.

Core Competencies:
• Strong communication and stakeholder management skills.
• Excellent problem-solving and consultative skills.
• Customer-focused mindset with the ability to work effectively with global teams.
• Ability to drive business value, productivity improvements, and cost control initiatives.