Job Description

• This role is responsible for delivery of a variety of IT services to support business objectives and is individually accountable for achieving results through others, over periods of 3 months to a year.
• The Service Delivery Manager is responsible for end-to-end service delivery to customers in the IT organization across IT Delivery, Infrastructure and Operations. 
• The successful candidate is responsible for proactively managing the delivery of IT services to enable business, strategic and service outcomes of a specific segment or client area.

Area: GRiD

• Delivery of IT operational services to the business unit/s to ensure that business, strategic and service objectives are achieved and that services meet or exceed contracted/defined service levels.
• Puts the customer at the heart of business decisions and drives to improve value for customers.
• Actively acts as a customer champion and ensures responsiveness to customer needs so as to improve our speed to market.
• Proactively identifies, develops and maintains key segment and OML IT relationships to enable delivery of business and strategic outcomes through IT Services.
• Driving customer relationship management through ensuring expectations of service availability and performance are clearly defined and that appropriate levels of service quality transparency are provided;
• Identifies opportunities for collaboration across the OMEM value chain (e.g. Marketing/Digital) and ensures that the required IT support is provided with regards to new product launches, regional activations and similar across segment or support area.
• Assesses and evaluates operational efficiency measures on an ongoing basis.
• Continuously assesses client delivery, service trends and potential issues, provides insights and recommends improvements to business partner and delivery teams.
• Ensures timely, accurate and effective communications of System issues to all relevant parties.
• Monitors and reports on service delivery metrics to business and executive teams.
• Champion the outcomes of Service targets
• Delivery of IT operational services to the business unit/s to ensure that business, strategic and service objectives are achieved and that services meet or exceed contracted/defined service levels.
• Puts the customer at the heart of business decisions and drives to improve value for customers.
• Actively acts as a customer champion and ensures responsiveness to customer needs so as to improve our speed to market.
• Proactively identifies, develops and maintains key segment and OML IT relationships to enable delivery of business and strategic outcomes through IT Services.
• Driving customer relationship management through ensuring expectations of service availability and performance are clearly defined and that appropriate levels of service quality transparency are provided;
• Identifies opportunities for collaboration across the OMEM value chain (e.g. Marketing/Digital) and ensures that the required IT support is provided with regards to new product launches, regional activations and similar across segment or support area.
• Assesses and evaluates operational efficiency measures on an ongoing basis.
• Continuously assesses client delivery, service trends and potential issues, provides insights and recommends improvements to business partner and delivery teams.
• Ensures timely, accurate and effective communications of System issues to all relevant parties.
• Monitors and reports on service delivery metrics to business and executive teams.
• Champion the outcomes of Service targets

Requirements: Skills, Qualifications and Experience required:

• Matric plus relevant degree/diploma
• 3+ years’ Experience in a similar role for a financial services organisation.
• Knowledge and deep understanding of ITSM – Information Technology Service Management

Competencies:

• A self-starter, with excellent organisational, planning and prioritising skills.
• Assumes responsibility and accountability for the successful completion of tasks and maintains a high standard of excellence.
• Excellent communication skills (written and verbal).
• Customer Centric approach.
• Experience in client relationship management and liaising at a Senior Management level.
• Work well under pressure and tight deadlines

Skills

• Accountability, Action-Oriented, Business Insights, Collaboration, Communication, Complexity Management, Computer Network Operations, Contract Administration, Contract Management, Cost Budgeting, Customer-Focused, Data Analysis, Financial Acumen, Highly Resourceful, Information Retrieval, Innovation, Negotiation, Persuasion, Quality Planning, Report Review, Supplier Management, User Experience (UX) Design

Competencies

• Action Oriented
• Business Insight
• Collaborates
• Communicates Effectively
• Courage
• Cultivates Innovation
• Customer Focus
• Decision Quality

Education

• Bachelors Degree (B)  (Required)

Closing Date

• 12 December 2025