Technology Services Regional Service Delivery Manager

Service Delivery Manager – Technology Services

"Accelerate Your Career – Step into a High-Impact Service Delivery Role!"

Based in Kraaifontein, Durban or Sandton

We’re looking for a skilled Service Delivery Manager to lead and optimize IT service delivery and major incident management across our global technology environment. This role ensures seamless collaboration between internal teams and external partners, driving service excellence and continuous improvement.

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