Service Delivery Manager

Purpose of role

Provides strategic leadership and operational oversight of IT service delivery, support services, and project execution to ensure reliable, compliant, and user-focused technology operations across all mining sites. The role leads the integration of digital workplace technologies, on-site support, and modern collaboration tools to enable seamless business continuity. Through a strong site presence and engagement with end-users, it builds trust and drives adoption of secure and efficient digital solutions. By embedding ITIL / COBIT frameworks, maintaining governance and regulatory compliance, and applying structured project management practices, the position ensures consistent, high-quality service delivery and successful implementation of technology initiatives that enhance operational efficiency and align with business objectives.

Role Context

• Service Delivery Management – Oversee the lifecycle of IT services through ITIL principles, ensuring stability, resilience, and continuous improvement.
• Site Support & Engagement – Maintain strong IT presence across mining sites with daily desk visits, fast resolution of issues, and proactive user feedback collection.
• Governance & Compliance – Ensure adherence to mining safety, environmental, ISO, and data regulations, with transparent reporting and audit readiness.
• Project & Portfolio Delivery – Lead IT projects that enhance digital collaboration, automation, and operational efficiency, ensuring alignment with business needs.
• Stakeholder & Team Leadership – Build relationships with executives, operations, and site staff while fostering a customer-focused, accountable IT support culture.
• Vendor & Contract Management – Oversee relationships with IT vendors and service providers, ensuring service levels, contracts, and costs are effectively managed.
• Budget & Resource Management – Develop and manage budgets for IT service delivery, ensuring cost efficiency and alignment with business priorities.
• Change & Incident Management – Lead structured processes for incidents, problems, and change requests, minimizing business disruption.
• Risk & Security Oversight – Work closely with cybersecurity and compliance teams to mitigate risks, protect company data, and ensure resilience against threats.
• Reporting & Performance Monitoring – Track KPIs such as uptime, response times, resolution rates, and customer satisfaction, providing clear reporting to leadership.
• Continuous Improvement & Innovation – Identify opportunities for process automation, new tools, and technology adoption that improve efficiency and user experience.
• Training & Knowledge Sharing – Ensure IT teams and end-users are upskilled on collaboration tools, digital workplace practices, and new technologies.
• Business Continuity & Disaster Recovery – Support the planning and testing of disaster recovery and business continuity strategies to maintain operational resilience.

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