Service Delivery Manager

Recruiter:

Data Centrix

Job Ref:

JHB007124/VDK

Date posted:

Monday, March 16, 2026

Location:

Centurion, South Africa

SUMMARY:

Seeking a skilled Service Delivery Manager with over 6 years of experience in IT Service Management to oversee strategic governance and continuous improvement of IT services aligned with business objectives. The role involves leading service improvement initiatives, managing escalations, and optimizing service delivery processes.

POSITION INFO:
Duties and Responsibilities:

End-to-end governance of IT service delivery, ensuring SLAs, OLAs, and KPIs are met and improved
Acting as a primary point of contact for Infrastructure operations
Overseeing service improvement initiatives for business growth
Managing escalations and providing executive-level reporting on service performance
Budgeting and resource planning for cost-effective service management
Ensuring effective governance of the Configuration Management Database (CMDB)
Driving proactive Problem Management and Change Enablement
Owning the First Line Support and Call Management/Lifecycle strategy
Managing the relationship with ITR and products

Minimum Education/Training: Relevant tertiary qualification with ITIL V4 Foundation and Managing Professional certifications

Work Experience: 5+ years in IT Service Management, 3+ years in Service Desk operations, 2 years in a leadership role overseeing a team

Key Performance Areas: Strategic Direction, IT Operations, IT Project Execution, People & Financial Management, Governance & Compliance

Technical Competencies: ITIL Standards, IT technologies, strategic thinking, time management, leadership, and service improvement skills

Behavioral Competencies: Customer service focus, continuous improvement, analytical, and strong leadership qualities

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