Job Description

Location: Cape Town (Century City), On-Site
Salary: R 840,000 - R 1,140,000 Annual CTC
Benefits: Medical Aid Contribution
Travel: International travel required (2-4 times per year)
The Role: Key Responsibilities & Daily Duties
We are seeking an experienced Service Delivery Manager to own and elevate the customer support experience. You will be the guardian of service quality, ensuring the seamless operation of complex cloud and on-premise infrastructure for high-profile clients.
Your key responsibilities will include:

• End-to-End Service Management: Oversee the delivery of IT services, ensuring strict adherence to SLAs for both internal and external clients, primarily in the US mining and construction sector.
• SLA & Process Governance: Manage and formalize all service management processes, including incident, problem, change, and release management for a diverse tech stack (VMware, Kubernetes, Nokia NDAC, Cisco, UBNT).
• Primary Client Liaison: Act as the primary point of contact for service-related issues, building strong relationships, handling escalations, and ensuring the timely resolution of all service issues.
• Performance & Reporting: Track key performance metrics, generate formal SLA reports for clients, and identify and implement continuous service improvements.
• Team Leadership: Lead, mentor, and develop a service delivery team of approximately 10 support staff. Foster cross-functional collaboration and support recruitment and training initiatives.

Skills & Qualifications

• Essential: 8+ years of experience in IT service management or a related client-facing technical leadership role.
• Essential: Proven management experience, with a track record of leading and developing teams.
• Essential: A Bachelor's degree in Business, IT, Engineering, or a related field.
• Essential: A meticulous attention to detail and a process-oriented mindset.
• Essential: Exceptional client-facing and stakeholder management skills, with the ability to manage escalations calmly and effectively.
• Highly Advantageous: A strong understanding of IT infrastructure, including networking (Cisco, UBNT), virtualization (VMware), and containerization (Kubernetes).
• Highly Advantageous: Familiarity with ITIL frameworks and formal service management methodologies.

Why Join Our Client?

• Strategic Leadership Role: Take full ownership of the service delivery function for a pioneering technology company, with a direct impact on client satisfaction and retention.
• Global Scope: Manage services for prestigious international clients and work with a diverse technology stack that supports real-world automation.
• Build and Lead: Shape the processes, culture, and growth of a dedicated service delivery team in a expanding Cape Town office.
• Solve Complex Challenges: Go beyond standard IT support and manage the delivery of services for complex robotic and industrial automation systems.
• Career Advancement: This is a high-visibility role with significant responsibility and excellent opportunities for professional growth within a global organization.

Skills Required