IT Service Delivery Manager

Location : Cape Town

Employment Type : Full-Time Onsite

Working Hours : Must be willing to work US working hours (2pm 11pm) .

Salary : R60000 - R65000 Per Month

About Our Client

Our client is a leading global Business Process Outsourcing (BPO) and digital transformation company that partners with some of the worlds most recognised brands.

About the Role

We are seeking an experienced IT Service Delivery Manager to join our clients award-winning Global Technology Team . The successful candidate will be responsible for managing large-scale IT service delivery operations ensuring optimal performance service quality and client satisfaction across multiple technology platforms.

This role requires a hands-on leader with deep technical understanding client-facing experience and the ability to drive operational excellence in a high-demand global environment.

Key Responsibilities

Client Account Management : Oversee end-to-end IT service delivery for enterprise clients (800 seats). Lead service reviews (MBR / QBR) and maintain strong client relationships.

Service Excellence : Monitor SLAs manage escalations and major incidents implement continuous improvements and ensure operational efficiency.

Technology Implementation : Design and deploy solutions across cloud (AWS Azure GCP) networking and contact center platforms (Avaya Genesys Cisco Five9).

Governance & Compliance : Ensure compliance with IT security data privacy and regulatory requirements. Work closely with audit and compliance teams.

Stakeholder Engagement : Communicate effectively at all levels providing consultative and solution-oriented guidance to clients and internal teams.

Required Experience & Skills

Experience : 812 years managing IT service delivery and call center operations for large enterprise environments (800 seats).

Technical Skills :

Cloud technologies (AWS Azure GCP) and service models (IaaS PaaS SaaS).

Strong networking fundamentals (A Network) including troubleshooting and IT support.

Experience with contact center platforms such as Avaya Genesys Cisco or Five9 .

Frameworks & Tools : Familiarity with ITIL / ITSM project management methodologies MS Project and Visio.

Client-Facing Ability : Proven capability to engage with clients gather requirements and translate needs into tailored IT solutions.

Qualifications

Bachelors degree (B.E. / preferred).

Relevant certifications such as ITIL / ITSM PMP or Cloud (AWS Azure) certifications are advantageous.

Core Competencies

Excellent communication and stakeholder management skills.

Strong analytical and problem-solving capabilities.

Customer-centric mindset with a focus on quality and results.

Proven ability to drive value efficiency and cost optimisation across large operations.

Required Experience :

Manager

Key Skills

Children Activity,Electrical Engineering,Financial Services,Estimation,Airlines,Asic

Experience : years

Vacancy : 1