Job Description

Location: Cape Town
Employment Type: Full-Time | Onsite
Working Hours: Must be willing to work US working hours (2pm - 11pm) .
Salary: R60000 - R65000 Per Month
About Our Client
Our client is a leading global Business Process Outsourcing (BPO) and digital transformation company that partners with some of the world's most recognised brands.
About the Role
We are seeking an experienced IT Service Delivery Manager to join our client's award-winning Global Technology Team . The successful candidate will be responsible for managing large-scale IT service delivery operations, ensuring optimal performance, service quality, and client satisfaction across multiple technology platforms.
This role requires a hands-on leader with deep technical understanding, client-facing experience, and the ability to drive operational excellence in a high-demand, global environment.
Key Responsibilities
Client Account Management: Oversee end-to-end IT service delivery for enterprise clients (800+ seats). Lead service reviews (MBR/QBR) and maintain strong client relationships.
Service Excellence: Monitor SLAs, manage escalations and major incidents, implement continuous improvements, and ensure operational efficiency.
Technology Implementation: Design and deploy solutions across cloud (AWS, Azure, GCP) , networking , and contact center platforms (Avaya, Genesys, Cisco, Five9).
Governance & Compliance: Ensure compliance with IT security, data privacy, and regulatory requirements. Work closely with audit and compliance teams.
Stakeholder Engagement: Communicate effectively at all levels, providing consultative and solution-oriented guidance to clients and internal teams.
Required Experience & Skills
Experience: 8-12 years managing IT service delivery and call center operations for large enterprise environments (800+ seats).
Technical Skills:
Cloud technologies (AWS, Azure, GCP) and service models (IaaS, PaaS, SaaS).
Strong networking fundamentals (A+, Network+), including troubleshooting and IT support.
Experience with contact center platforms such as Avaya, Genesys, Cisco, or Five9 .
Frameworks & Tools: Familiarity with ITIL/ITSM, project management methodologies, MS Project, and Visio.
Client-Facing Ability: Proven capability to engage with clients, gather requirements, and translate needs into tailored IT solutions.
Qualifications
Bachelor's degree (B.E./B.Tech preferred).
Relevant certifications such as ITIL/ITSM, PMP , or Cloud (AWS, Azure) certifications are advantageous.
Core Competencies
Excellent communication and stakeholder management skills.
Strong analytical and problem-solving capabilities.
Customer-centric mindset with a focus on quality and results.
Proven ability to drive value, efficiency, and cost optimisation across large operations.

Skills Required