Johannesburg: Service Delivery Officer

About the Role

The Service Delivery Officer is a critical role that ensures the smooth operation of IT services within our organization. This position requires an individual with strong technical expertise, excellent communication skills, and a passion for delivering exceptional service to internal business units and external clients.

Key Responsibilities

• Serve as primary point of contact for coordinating and managing delivery of IT services.
• Ensure IT services meet agreed-upon performance standards (availability, incident resolution, service requests, user satisfaction).
• Monitor and drive adherence to ITIL-based processes (incident, problem, change, 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 liaison between 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 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 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.)

Salary & Benefits