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Cape Town City Centre: IT Service Delivery Manager: Perm: Cape Town

Cape Town City Centre: IT Service Delivery Manager: Perm: Cape Town

Posted on 2025-09-30 00:00:00

Job Summary

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 24×7 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:

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