Service Delivery Manager - 12 months contract

Duties & Responsibilities

Service Delivery Manager – 12-Month Contract

Location: Johannesburg, Gauteng Contract: 12 Months Employment Type: Contract – Full-Time Environment: Banking / Financial Services / Technology Role Purpose

The Service Delivery Manager will be responsible for ensuring the effective delivery, stability and continuous improvement of IT services across the organisation. The role will manage the relationship between Technology, business stakeholders, internal support teams and third-party service providers, ensuring that services are delivered in line with agreed SLAs, KPIs, operational standards and business expectations . The successful candidate will provide strong operational governance, proactively manage service risks and escalations, drive service improvement initiatives and ensure consistent, high-quality technology services. Key Responsibilities

• Own and manage the end-to-end delivery of assigned IT services.
• Ensure services meet agreed SLAs, OLAs and KPIs .
• Monitor service performance, availability, incidents, problems and recurring issues.
• Lead regular service review meetings with business stakeholders and technology teams.
• Manage escalations and ensure timely resolution of critical service issues.
• Drive Major Incident Management and ensure appropriate stakeholder communication.
• Identify recurring service issues and drive Problem Management and root-cause analysis.
• Coordinate service improvement initiatives and track improvement plans.
• Manage relationships with internal technology teams and external service providers.
• Monitor vendor performance against contractual and service-level commitments.
• Produce service performance dashboards and management reports.
• Provide regular reporting on service availability, incidents, risks, SLA performance and outstanding actions.
• Identify operational risks and ensure appropriate mitigation plans are implemented.
• Ensure adherence to IT governance, risk, security and compliance requirements.
• Support change and release activities to minimise operational disruption.
• Ensure effective communication between Technology and business stakeholders.
• Drive continuous improvement across the service lifecycle.
• Maintain strong service documentation, processes and operational procedures.
• Facilitate stakeholder engagement across multiple teams and technology portfolios.

Minimum Requirements

• Degree or equivalent qualification in Information Technology, Computer Science, Information Systems, Business Management or a related field.
• 7–10+ years' experience within IT Service Management / IT Service Delivery.
• Proven experience managing enterprise technology services.
• Strong experience with ITSM frameworks and processes .
• Experience working within a large, complex corporate or financial-services environment.
• Strong stakeholder and relationship-management experience.
• Experience managing third-party technology vendors.
• Experience with SLA, KPI and service-performance management.
• Strong understanding of Incident, Problem, Change and Service Level Management.
• Experience managing escalations and major incidents.
• Strong reporting, analytical and communication skills.

Advantageous

• ITIL certification .
• COBIT or ISO 20000 exposure.
• Experience within banking or financial services .
• Experience working with large-scale technology platforms.
• Exposure to Agile/DevOps environments.
• Experience with service-management platforms such as ServiceNow, Remedy or Jira .
• Experience managing geographically distributed teams or suppliers.

Desired Experience & Qualification

Service, Delivery, Manager, 12, months, contract, banking