Service Delivery Manager

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Job Description

This role is responsible for delivery of a variety of IT services to support business objectives and is individually accountable for achieving results through others over periods of 3 months to a year. The Service Delivery Manager is responsible for end-to-end service delivery to customers in the IT organization across IT Delivery, Infrastructure and Operations. The successful candidate is responsible for proactively managing the delivery of IT services to enable business, strategic and service outcomes of a specific segment or client area.

Requirements

• Delivery of IT operational services to the business unit / s to ensure that business, strategic and service objectives are achieved and that services meet or exceed contracted / defined service levels.
• Put the customer at the heart of business decisions and drive to improve value for customers.
• Actively act as a customer champion and ensure responsiveness to customer needs to improve speed to market.
• Proactively identify, develop and maintain key segment and OML IT relationships to enable delivery of business and strategic outcomes through IT services.
• Drive customer relationship management through ensuring expectations of service availability and performance are clearly defined, and that appropriate levels of service quality transparency are provided.
• Identify opportunities for collaboration across the value chain (e.g. Sales and Servicing customer channels) and ensure that the required IT support is provided for new product launches, regional activations and similar across segments or support areas.
• Assess and evaluate operational efficiency measures on an ongoing basis.
• Continuously assess client delivery, service trends and potential issues, provide insights and recommend improvements to business partners and delivery teams.
• Ensure timely, accurate and effective communications of system issues to all relevant parties.
• Monitor and report on service delivery metrics to business and executive teams.
• Champion the outcomes of service targets.
• Matric plus relevant degree / diploma.
• 3+ years’ experience in a similar role for a financial services organisation.
• Knowledge and deep understanding of ITSM – Information Technology Service Management.
• Strong diagnostic / problem solving skills.
• Good / strong relationship building skills.
• Analyzing service performance data to identify trends and areas for improvement is essential.
• The ability to address service delivery issues promptly and effectively.
• Good strong organization understanding and agility.
• Assumes responsibility and accountability for the successful completion of tasks and maintains a high standard of excellence.

Competencies

Skills

Accountability, Action-Oriented, Business Insights, Collaboration, Communication, Complexity Management, Computer Network Operations, Contract Administration, Contract Management, Cost Budgeting, Customer-Focused, Data Analysis, Financial Acumen, Highly Resourceful, Information Retrieval, Innovation, Negotiation, Persuasion, Quality Planning, Report Review, Supplier Management, User Experience (UX) Design, Action Oriented, Business Insight, Collaborates, Communicates Effectively, Courage, Cultivates Innovation, Customer Focus, Decision Quality.

Education

Bachelors Degree (B) (Required)

Closing Date

18 November 2025 , 23 : 59

EEO Statement

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Project Management and Information Technology

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