SERVICE DELIVERY MANAGER – HYBRID – JHB
IT
JHB Central, Johannesburg – Gauteng
Our client is seeking a vibrant individual to join their team as a Service Delivery Manager
Purpose
The Service Delivery Manager owns the companies service delivery framework. You are accountable for SLA performance, ITSM governance, incident and change management, and the operational reporting that keeps the Head of operations and stakeholders informed. This is not a team management role. It is a senior individual contributor role that requires deep operational discipline, ITSM expertise and the credibility to hold delivery teams accountable to agreed standards.
Key responsibilities
SLA Ownership and Service Performance
Own the companies SLA framework: define, document and maintain service level agreements across all capability streams
Track and report SLA performance: uptime, MTTR, MTBF, ticket SLA compliance and breach trends
Produce a monthly service performance report for the Head of COE and quarterly service review pack for stakeholders
Manage SLA breach events: root cause identification, client communication and remediation planning
Maintain a forward view of service risk and flag degradation trends before they become incidents
Incident, Change and Problem Management
Own P1 and P2 incident management: lead the bridge, coordinate resolution and own post-incident review (PIR) outputs
Chair the Change Advisory Board (CAB): govern the change calendar, assess risk and ensure safe deployment practices
Drive root cause analysis (RCA) for recurring incidents and maintain a problem register with visible remediation timelines
Own the companies continual service improvement (CSI) register: monthly trend review, measurable improvement targets and progress reporting
Ensure all major incidents and changes are communicated to AU stakeholders with clarity and appropriate urgency
ITSM Governance and Tooling
Own the HASSA ITSM operating model: configure, govern and improve the tooling platform (ServiceNow, Jira Service Management or equivalent)
Maintain service catalogue accuracy and CMDB hygiene in partnership with infrastructure and architecture leads
Define and publish operational metrics: dashboards, automated alerting and observability tooling coverage
Establish and maintain ITSM process documentation: incident, change, problem, request and service catalogue procedures
Enforce ITSM process compliance across capability streams and provide coaching where gaps are identified
Vendor and Third-Party Management
Manage technology vendor performance against contracted SLAs: scorecards, review cadence and escalation paths
Own the vendor escalation process for issues impacting HASSA service delivery
Support contract lifecycle management in partnership with the Business Enablement Partner and Finance
Maintain a register of third-party dependencies and their service risk profiles
Financial and Commercial Visibility
Track cost-per-ticket, resource utilisation and service delivery spend against budget
Provide monthly cost reporting inputs to the Head of COE: variance analysis and trend commentary
Support the Business Enablement Partner with commercial data required for AU client reporting and QBRs
Stakeholder and Reporting Cadence
Present service performance at monthly business reviews and quarterly business reviews with AU stakeholders
Maintain a live service risk register and escalate material risks to the Head of COE
Build trusted working relationships with AU technology and business stakeholders through consistent, transparent communication
Support the Head of COE in preparing the companies performance packs for CIO and TLT reporting
Education
Bachelor’s degree required. ITIL v4 Foundation mandatory. PMP, PRINCE2 or equivalent project/service management qualification desirable
Technical Literacy – Sufficient infrastructure, cloud and application literacy to engage credibly with engineering teams. Familiarity with AWS or Azure fundamentals desirable. Deep technical expertise is not required.
Certifications – ITIL v4 Foundation mandatory. ServiceNow CSA, AWS or Azure fundamentals, and PMP or PRINCE2 desirable
Skills:
Experience – 6 to 10 years of progressive IT service management or managed services experience. Minimum 3 years in a senior ITSM or service delivery role with SLA ownership.
ITSM Expertise – Demonstrated ownership of an ITSM operating model. Hands-on experience with incident, change, problem and service catalogue management in a live production environment.
Tooling Proficiency – Working proficiency with at least one major ITSM platform (ServiceNow, Jira Service Management, Freshservice or equivalent). Familiarity with observability and monitoring tooling (Datadog, Dynatrace or equivalent) desirable.
Commercial Acumen – Comfortable with cost-per-service tracking, variance reporting and presenting operational financials to non-technical stakeholders.
Governance and Reporting – Experience establishing and sustaining service review cadences, CAB governance and executive-ready reporting packs
If you do not hear from us within 14 days, kindly consider your application as unsuccessful this time
