Manager: Service Delivery

Job Purpose

• The Manager: Service Delivery partners with the Talent Acquisition team to deliver an exceptional candidate experience while ensuring seamless efficient and high-quality service delivery across recruitment, assessment and operational support processes. This is achieved through comprehensive administration, project management, governance, compliance and people leadership responsibilities.
• The role is accountable for financial administration, office and team coordination, candidate experience management, communications, project delivery, process improvement, procurement, vendor management and stakeholder engagement.
• The successful incumbent will lead a high-performing service delivery function that enables operational excellence, exceptional customer service, continuous improvement and effective execution of talent acquisition and assessment initiatives.

Key Responsibilities

Talent Assessment, Talent Acquisition & Administration

• Lead Talent Coordinators and Assessment Coordinators responsible for recruitment administration, interview scheduling, assessment administration, offer administration, onboarding initiation and candidate communications.
• Partner with Talent Acquisition Specialists to support recruitment delivery across business portfolios.
• Manage service delivery capacity, scheduling, resource allocation and service levels to ensure operational excellence.
• Optimise recruitment coordination processes, tools, metrics and candidate journeys.
• Manage escalations relating to candidate, hiring manager, recruitment operations, assessment coordination and onboarding matters.
• Maintain knowledge articles, SOPs, templates, trackers and document management practices.
• Use service metrics, operational analytics and stakeholder feedback to drive continuous improvement.

Service Delivery & Project Management

• Support Talent Acquisition project delivery, including project coordination, milestone tracking, stakeholder communication and implementation support.
• Coordinate operational requirements, dependencies, risks, actions and stakeholder inputs across Talent Acquisition initiatives.
• Manage data quality, reporting, insights and operational trackers to support informed decision-making.
• Support the implementation and adoption of Talent Acquisition products, systems and digital transformation initiatives.
• Support vendor coordination, procurement activities and financial administration linked to Talent Acquisition service delivery.

Finance, Risk & Governance

• Ensure compliance with organisational, regulatory and professional requirements, including POPIA, PIMS and other governance frameworks.
• Manage financial administration processes including procurement, invoicing, payments, expense management and budget tracking.
• Identify, assess and mitigate operational, compliance and service delivery risks.
• Maintain appropriate controls, governance processes and audit readiness across all service delivery activities.
• Participate in governance, risk and compliance forums as required.
• Ensure all service delivery activities align with organisational policies, procedures and regulatory requirements.

People Leadership

• Lead and develop a high-performing, customer-centric service delivery team.
• Drive continuous improvement, collaboration and capability development across the service delivery function.
• Ensure the team has the capacity and capability to meet recruitment, assessment and project delivery requirements.
• Foster a culture of accountability, collaboration, continuous improvement and operational excellence.
• Attract, develop and retain a diverse and agile workforce.
• Ensure the right people are in the right roles through effective workforce planning and talent management.
• Drive employee engagement, development and performance management initiatives.
• Support the development of self-directed, empowered and highly effective teams.

People Specification

Qualifications

• Advanced Diploma or National First Degree.
• Relevant qualification in Human Resources, Business Administration, Customer Experience, Psychology, Operations, Service Delivery or related field.

Experience

• 3-5 years' experience in business administration, office administration, project management and/or HR-related environments.
• Proven experience supporting talent acquisition, talent assessment, service delivery or workforce operations.
• Demonstrated experience coordinating projects, stakeholders and operational processes.
• Experience managing vendor relationships, procurement processes and service providers.
• Strong understanding of candidate experience and customer service principles.
• Proven track record in financial administration, governance and regulatory compliance.

Technical Skills

• 5-8 years' experience in Service Delivery, Talent Acquisition Operations, Recruitment Shared Services, HR Service Delivery or related environments.
• Proven experience in recruitment coordination, assessment coordination, service optimisation and operational support.
• Experience in project coordination, continuous improvement and operational implementation.
• Advanced proficiency in Microsoft Office Suite.
• Experience working with recruitment and assessment technologies such as SAP SuccessFactors, HireVue, ServiceNow HRSD and similar platforms.
• Experience in vendor coordination, governance, risk management, procurement support and financial administration will be advantageous.
• Strong reporting, analytics and process improvement capability.
• Excellent communication, stakeholder management and organisational skills.

Key Competencies

• Leading Teams
• Compelling Communication
• Innovation
• Business Acumen
• Planning and Organising
• Digital Acumen

Job Post End Date: 11 September 2026