Service Delivery Manager (iOCO0098)
iOCO · Johannesburg, Gauteng
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- The Delivery Manager is responsible for ensuring the successful delivery and operational performance of contracted projects, and customer commitments. The role drives service excellence, manages operational risk, ensures compliance with service and contractual obligations, and acts as the key link between customers, professional services teams, vendors, and business stakeholders. The incumbent supports customer satisfaction, retention, business growth, and the development of high-performing delivery teams.
What you'll do
Operational Management
- Oversee day-to-day delivery and operational performance of the professional services teams across accounts.
- Ensure contracted projects, and customer commitments are delivered effectively.
- Monitor service quality, performance, risks, and compliance with agreed standards.
- Coordinate teams to achieve delivery objectives and resolve operational challenges.
- Identify, manage, and report operational, commercial, and delivery risks.
Stakeholder & SLA Management
- Act as the primary customer contact and maintain strong stakeholder relationships.
- Monitor KPI, and contractual performance, managing expectations and escalations.
- Lead internal service reviews of the professional services teams' performance, drive improvements, and support customer retention and growth.
Continuous Improvement
- Drive operational efficiency, automation, and delivery improvement initiatives.
- Use performance data and customer feedback to enhance delivery.
- Promote standardisation, resilience, innovation, and continuous improvement
Financial Management
- Manage budgets, costs, profitability, and resource utilisation.
- Support forecasting, billing validation, and financial reporting.
- Identify commercial risks and implement actions to improve profitability and efficiency.
Resource Management
- Lead, develop, and manage managers and employees within the business unit.
- Drive employee engagement, performance, accountability, and capability development.
- Ensure effective workforce planning, succession planning, and talent development.
Operational Compliance
- Ensure compliance with legal, contractual, security, and company requirements.
- Maintain governance controls, reporting, and operational standards.
- Support audits, compliance reviews, and risk mitigation activities
Your Expertise
- 7-10 years of experience in service delivery, IT operations, managed services, client services, or a related environment.
- At least 3 years of experience in a Delivery Manager, Operations Manager, or senior client-facing role.
- Proven experience managing customer accounts, contracted services, SLAs, KPIs, and service performance.
- Experience coordinating cross-functional technical, operational, project, vendor, and support teams.
- Experience managing major incidents, escalations, service recovery, and continuous improvement.
- Experience preparing and presenting delivery reports, dashboards, and governance updates.
- Knowledge of governance, risk, compliance, security, and quality frameworks.
- Exposure to cloud, infrastructure, cybersecurity, or managed services environments would be advantageous.
Qualifications
- Bachelor's degree or diploma in Information Technology, Business Management, Commerce, Engineering, Operations Management, or a related field.
- Relevant service management certification, such as ITIL, would be advantageous.
- Project management, cloud technology, governance, commercial, or vendor management certification would be advantageous.