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Service Delivery Manager, EMEA

Service Delivery Manager, EMEA

CHEPZA
26 days ago
Job description

Job title : Service Delivery Manager, EMEA

Job Location : Gauteng, Deadline : September 30, 2025 Quick Recommended Links

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Job Description

Key Responsibilities May Include :

  • Oversee the resolution of regional Major Incidents within the IT technology landscape, uniting internal and external teams to ensure effective and timely recovery.
  • Support the implementation of Service Delivery improvement initiatives, including aged ticket management, shift-left strategies, reassignment reduction, and enhanced incident coordination.
  • Develop and embed processes to understand and manage Regional Service Demand in alignment with evolving business strategies and projects.
  • Collaborate with Service Management, Technology Platform, and Product teams to integrate automation and enhance workflows that improve user satisfaction and operational efficiency.
  • Contribute to post-incident reviews, ensuring process improvements and quality assurance standards are implemented effectively.
  • Monitor and report on service performance metrics, producing trend analyses and actionable insights to drive continuous service improvement.
  • Develop and maintain Service Delivery standards, policies, and documentation, ensuring communication, training, and alignment across regional stakeholders and suppliers.
  • Build and lead a competent and professional regional Service Delivery team, fostering a culture of continuous learning, collaboration, and customer focus.

    • Key Responsibilities

  • Manage and improve service delivery processes and incident resolution.
  • Support global major incident management and root cause analysis.
  • Drive ITSM best practices (e.g., shift-left, automation, aged ticket reduction).
  • Maintain service standards, policies, and documentation.
  • Deliver performance metrics and support continuous service improvement.
  • Foster a customer-first culture and cross-functional collaboration.

    • What You’ll Bring

  • Proven experience in IT service delivery and incident management.
  • 5+ years’ experience managing or influencing technical staff and projects
  • Strong knowledge of ITSM frameworks (e.g., ITIL).
  • Excellent communication, stakeholder management skills and improving customer experience.
  • Ability to lead under pressure and drive operational improvements.
  • Bachelor’s degree in computer science, Information Systems, Business or related field, Masters preferred or equivalent combination of education / experience
  • Washington or Yokohama Service now

    • Desired :

  • ITIL v.3 or v.4 Specialist Qualification
  • SIAM knowledge

    • Remote Type

  • Hybrid Remote

    • Skills to succeed in the role

  • Adaptability
  • Cross-Functional Work
  • Data-Driven Decision Making
  • Digital Literacy
  • Emotional Intelligence
  • Feedback
  • Inclusive Leadership
  • Innovation
  • Inspiring Others
  • Learn From Mistakes
  • Mentorship
  • Motivating Teams
  • Prioritization
  • Project Delivery
  • Resource Management
  • Stakeholder Engagement
  • Strategic Thinking
  • Supplier Performance Management (PM)
  • Talent Development
  • Vendor Benchmarking
  • Vendor Management
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