Senior Service Delivery Manager, Pretoria

Own end-to-end service delivery and lead a high-performing client team

Take end-to-end ownership of service delivery while leading a team.

Role Overview An international technology and SaaS provider is seeking a Senior Service Delivery Manager to take ownership of IT service delivery for key client platforms.

You will combine strategic service ownership with active people leadership, ensuring operational excellence and continuous service improvement. Acting as the primary escalation point, you will balance operational demands with strategic priorities, mentor a dedicated service delivery team, and maintain strong alignment between client business needs and service output.

Key Responsibilities

Own end-to-end service delivery for assigned clients and platforms, ensuring execution meets SLAs, KPIs, and contractual obligations.

Drive incident, problem, and change management processes in alignment with ITIL frameworks.

Act as the primary escalation point to resolve major incidents, mitigate service risks, and address client concerns.

Lead regular service reviews and present performance reports, trend analyses, and improvement plans to senior stakeholders.

Support commercial processes, including budget management, capacity planning, service transitions, and contract scope changes.

Identify and implement opportunities for service optimisation, automation, and continuous process improvement.

Lead, coach, and mentor the service delivery team, managing performance, goal-setting, and resource allocation.

Qualifications&Experience

7+ years' experience in IT Service Delivery or IT Operations.

3+ years' experience in a people management or team lead capacity.

Proven track record of managing SLAs, KPIs, and client-facing service dashboards within an IT, SaaS, or managed services environment.

Deep technical understanding of ITIL frameworks, specifically covering Incident, Problem, Change, and Service Level Management.

Demonstrated experience executing service delivery strategies in fast-paced or high-availability IT environments.

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