Head of Service Delivery Management
- Location
- Centurion, Gauteng
- Salary (as advertised)
- R1 200 000 – R1 440 000 per year
- Closing date
First listed . Last checked at source .
At a glance
- Project management
Extracted automatically from the advert; confirm requirements on the original listing.
Job description
In order to be considered the following is required:
* 10+ years of enterprise IT service delivery, service management, managed services or related customer operations experience, with meaningful leadership accountability
* Proven leadership of Service Delivery Managers or comparable client-facing service-management professionals across multiple enterprise accounts
* Demonstrated ownership of complex SLA-driven service governance and service-performance improvement.
* Evidence of leading major client escalations, including executive communication, cross-functional recovery and preventative follow-through
* Strong practical knowledge of ITIL-aligned service management - not certification without application
* Experience engaging senior client stakeholders, including CIO, CTO or Senior IT Operations leadership
* Commercial awareness of how service performance affects retention, margin, service credits, scope and contractual exposure
* Relevant tertiary qualification or equivalent senior industry experience; ITIL 4 Foundation or equivalent recognised service-management foundation
* Complex or regulated enterprise environments such as financial services, public sector, telecommunications or large outsourcing
* Higher-level ITIL, SIAM, ISO / IEC 20000, COBIT, PMP / PRINCE2 or related service/governance certification
* Working knowledge of enterprise monitoring, observability, AIOps, automation and digital operations
* Operational-readiness / service-transition governance and evidence of standardising an SDM capability
Responsibilities:
* Led an SDM function or several SDMs across multiple enterprise clients; clarify team size, portfolio complexity and personal accountability
* A material deterioration in service performance; diagnosis, corrective governance and sustained improvement
* Serious client escalation with executive communication, cross-functional recovery, decision discipline and prevention
* Introduced consistent service governance, reporting or operating standards across inconsistent accounts or teams
* Challenged or stopped an incomplete handover / support model and defined what had to be true before acceptance
* Managed a service issue with service-credit, margin, scope or contractual exposure without exceeding authority
* Developed or performance-managed experienced SDMs and raised capability or consistency
* Delivered a measurable service, customer or efficiency improvement from recurring issues or service data
The role will lead and develop a high-performing team of client-aligned Service Delivery Managers, fostering accountability, collaboration and service excellence.
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