IT Service Delivery Manager: Permanent Position: Cape Town

Ref 3709

The request is for an experienced IT Service Delivery Manager to join the client’s award-winning IT Global Technology Team. You will manage key client accounts, ensuring seamless IT service delivery, optimizing call centre operations, and implementing technology solutions across cloud, networking, and contact centre platforms. Your focus will be on driving service excellence, operational efficiency, and client satisfaction

What You Will Do:

Manage Client Accounts: End-to-end ownership of IT service delivery for large client relationships (800+ seats). Conduct service reviews (MBR/QBR) and maintain strong client relationships

Drive Service Excellence: Monitor SLA performance, manage major incidents, implement process improvements, and enhance operational efficiency

Implement Technology Solutions: Design, implement, and optimize solutions across cloud technologies (AWS, Azure, GCP), SD-WAN, networking, and call centre platforms (Avaya, Genesys, Cisco, Five9)

Ensure Compliance & Security: Maintain IT compliance, data privacy, and security standards within client processes. Collaborate with audit teams to meet regulatory requirements

Engage Stakeholders: Communicate effectively at all levels, provide consultative guidance, and resolve complex issues

Your profile should include:

Experience:

• 8–12 years managing IT service delivery and call centre 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 centre 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

Please share a detailed cv with me: jino.swart@isilumko.co.za