IT Service Delivery Manager

IT Service Delivery Manager

Are you a driven IT leader with a passion for service excellence, operational efficiency and continuous improvement? Join our IT team as an IT Service Delivery Manager in Plattekloof, where you'll ensure high-quality IT service delivery, lead support teams, and drive impactful IT projects across the business.

This role is ideal for a strong leader who thrives in a fast-paced environment, can balance operational delivery with strategic projects, and ensures IT services consistently meet business needs and performance standards.

What You'll Do:

• Lead, mentor and develop the IT support team, fostering a culture of accountability and customer service excellence
• Oversee daily IT helpdesk operations, ensuring tickets are logged, prioritized, assigned and resolved within agreed SLAs
• Implement and maintain support procedures, knowledge base articles and escalation paths to improve service efficiency and first-call resolution
• Manage team scheduling, capacity planning and resource allocation to ensure consistent support coverage
• Monitor and report on service performance metrics, KPIs and SLA compliance, providing insights to stakeholders
• Manage relationships with third-party vendors and ensure adherence to contractual obligations and performance standards
• Act as the primary escalation point for service delivery issues, ensuring timely resolution and minimal business disruption
• Identify and implement improvements to service quality, processes and incident reduction
• Collaborate with IT leadership to align service delivery strategy with organizational goals
• Act as the key point of contact between IT and the business for all service-related matters
• Build and maintain strong stakeholder relationships, managing expectations and service requirements
• Ensure IT services comply with internal policies, security standards and regulatory requirements
• Maintain accurate documentation of service agreements, processes and procedures
• Support audit and compliance activities as required
• Drive a customer-first mindset across IT support and service delivery functions
• Lead and manage IT projects end-to-end, including planning, execution, stakeholder coordination and delivery
• Develop and maintain project plans, schedules, budgets and risk registers
• Track and report on IT and project spend against budget
• Coordinate cross-functional IT initiatives and manage competing priorities
• Oversee IT policy development, rollout and adoption tracking across the organization
• Maintain MOS reporting, team activity tracking and alignment with national rhythms

What You'll Need:

• Grade 12
• Bachelor's degree or National Diploma in IT, Information Systems or a related field (or equivalent experience)
• ITIL Foundation certification or higher (advantageous)
• Project management certification (PMP, PRINCE2, Agile or Scrum) (advantageous)
• Minimum 6 years' experience in IT Service Delivery or IT support management
• Proven experience managing an IT helpdesk or support team
• Experience with IT service management tools (e.g. Jira, ServiceNow, Freshservice, QContact)
• Experience managing IT budgets and financial reporting
• Experience managing vendor relationships and third-party service providers
• Strong understanding of ITIL service management framework and best practices
• Knowledge of SLA management and service reporting
• Experience in IT project management methodologies
• Working knowledge of Microsoft 365 and enterprise IT environments
• Understanding of IT governance, risk and compliance principles
• Strong leadership, coaching and people management skills
• Excellent communication and stakeholder management skills
• Strong analytical skills with the ability to translate data into actionable insights
• Ability to work in a fast-paced environment and manage multiple priorities

What We Offer:

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team-driven environment
• Group Risk Benefits
• Medical Benefits
• Health and Lifestyle Programmes

Important Disclaimer:

• Please ensure that the information you provide in your application is true, accurate, and correct.
• Preference will be given to candidates from Designated Groups, as defined by the Employment Equity Act and in line with Herotel's Employment Equity Plan.
• By submitting an application, you consent to the processing of your personal information in accordance with POPIA for recruitment purposes. For more details on how we handle personal information, please refer to our Privacy Policy on our website.
• If you do not hear from us within 14 days, please consider your application unsuccessful.