It Service Delivery Manager

Cape Town, Western Cape, South Africa

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IT Service Delivery Manager
Cape Town I Permanent I Onsite
Experience:

8-12 years managing IT service delivery and call center operations for large-scale clients (800+ seats).
Proven track record in driving SLA adherence, process improvements, and operational efficiency.
Exposure to 24x7 operational environments.

Technical Skills:

Strong knowledge of cloud technologies (AWS, Azure, GCP) and cloud service models (IaaS, PaaS, SaaS).
Solid IT networking fundamentals (A+, Network+) including troubleshooting and hardware/software support.
Experience with call center platforms such as Avaya, Genesys, Cisco, or Five9.
Familiarity with ITIL/ITSM frameworks and project management methodologies.
Proficiency in MS Office, MS Project, and Visio.

Qualifications:

Bachelor's degree (B.E./B.Tech preferred).
Relevant certifications such as ITIL/ITSM, PMP, or cloud certifications (AWS, Azure) are an advantage.

Core Competencies:

Strong communication and stakeholder management skills.
Excellent problem-solving and consultative skills.
Customer-focused mindset with the ability to work effectively with global teams.
Ability to drive business value, productivity improvements, and cost control initiatives.

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