Job Description
About the Role
We are seeking a highly skilled Service Delivery Officer to join our team in Johannesburg. The successful candidate will be responsible for coordinating and managing the delivery of IT services to internal business units or external clients, ensuring that these services meet agreed-upon performance standards.
Key Responsibilities
- Serve as the primary point of contact for coordinating and managing the delivery of IT services to internal business units or external clients.
- Monitor and drive adherence to ITIL-based processes such as incident, problem, change, and service request management.
- Collaborate with cross-functional teams (infrastructure, support, applications) to deliver reliable and consistent services.
- Continuously seek ways to improve service delivery, user experience, and operational efficiency.
- Act as a liaison between the IT department and business stakeholders, ensuring alignment of services with business needs.
- Monitor and report on SLAs, KPIs, and service performance metrics across all IT functions.
- Coordinate and manage the resolution of incidents and service requests , ensuring timely escalation and communication.
- Facilitate Change Advisory Board (CAB) meetings and ensure compliance with change management processes.
- Assist in problem management by participating in root cause analysis and driving preventive measures.
- Maintain accurate documentation of services, processes, and service-level agreements.
- Identify opportunities for service improvement initiatives and lead their implementation.
- Ensure that customer satisfaction surveys are conducted, reviewed, and actioned upon.
- Collaborate with Service Desk teams to improve first-time resolution rates and user support processes.
- Prepare and present service reports to IT management and business units regularly.
- Promote awareness of service delivery standards, policies, and procedures across the organization.
Requirements
- Degree in Information Technology or Computer Science
- ITIL® v3 or ITIL® 4 Foundation Certification
- 5 years experience in IT service delivery, IT operations, or service desk environments
- Solid understanding of ITIL processes
- Monitoring and reporting on SLAs and service performance metrics
Qualifications
- Formal education/certifications (Bachelor’s, LLB, Matric, etc.) not specified.
Salary & Benefits
- Salary range not specified.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Gauteng
In Gauteng, the IT and computing industry is a significant contributor to the province’s economy, with a steady demand for skilled professionals. Typically, this field is characterized by rapid technological advancements, innovative projects, and a high level of job satisfaction among employees. Generally, career prospects in this sector are strong, with a range of opportunities available across various industries.
Salaries for IT and computing professionals in Gauteng can vary widely depending on factors such as experience, company size, and industry sector. While it is common to see salaries ranging from R400 000 to R1,200 000 per annum, these figures are only a general guideline and actual salaries may differ significantly. For instance, senior executives or technical leads with extensive experience may command higher salaries, while entry-level positions may start at lower levels.
Common skills required for IT and computing roles in Gauteng include proficiency in programming languages such as Java, Python, or C++, knowledge of cloud platforms like AWS or Azure, and experience with agile development methodologies. Additionally, understanding of data analysis and interpretation, cybersecurity principles, and IT project management are often essential. Familiarity with popular software applications, such as Microsoft Office 365 or Google Workspace, is also beneficial.
The financial services sector, technology industry, manufacturing sector, and government departments are among the common industries that employ IT and computing professionals in Gauteng. These sectors require a range of skills and expertise, from data analysis to network administration, making them attractive options for career development.
For those seeking a career in IT and computing, there are numerous opportunities for professional growth and development. Typically, career progression involves moving into senior roles or specialized positions, such as technical lead, solutions architect, or data scientist. Opportunities for further education and training, such as certifications or postgraduate studies, can also enhance job prospects. Generally, a strong understanding of industry trends, networking, and continuous learning are essential for success in this field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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