Job Description

JOB PURPOSE

The Senior Technical Delivery Manager is responsible for leading and overseeing the delivery of IT services and solutions to meet the needs of internal business units and external clients. This role involves managing service delivery teams, optimizing processes, and ensuring high levels of customer satisfaction and operational excellence.

RESPONSIBILITIES

Service Delivery Management

Lead and manage a team of service delivery professionals, including Leads and Support Analysts Define service delivery objectives, KPIs, and SLAs (Service Level Agreements) to ensure alignment with business requirements and customer expectations Monitor service performance, track metrics, and implement continuous improvement initiatives to enhance service quality and efficiency

Customer Relationship Management

Build and maintain strong relationships with internal stakeholders (e.g., business units, departments) and external clients to understand their IT service needs and requirements Collaborate with business partners to define service offerings, service catalogs, and service level commitments based on customer demands

Incident and Problem Management

Oversee the resolution of IT incidents, service requests, and problems through effective incident management processes Ensure timely response, escalation, and resolution of critical incidents to minimize business impact and downtime Conduct root cause analysis and implement preventive measures to reduce recurring incidents

Change and Release Management

Manage change control processes and oversee the planning, scheduling, and coordination of changes and releases Ensure adherence to change management policies and procedures to minimize disruptions and maintain system stability Conduct post-implementation reviews and assess the impact of changes on service delivery

Service Improvement and Innovation

Identify opportunities for service improvement, innovation, and automation to optimize service delivery processes and workflows Champion service improvement initiatives, drive operational excellence, and promote a culture of continuous improvement within the service delivery team

Vendor Management and Contract Negotiation

Manage relationships with third-party vendors, service providers, and technology partners to ensure delivery of contracted services and solutions Negotiate vendor contracts, service agreements, and procurement terms to optimize cost-effectiveness and service quality

Self-Management & Leadership

Set an example through personal quality and productivity standards and ways of working with others Demonstrate consistent application of internal procedures. Plan and priorities, demonstrating abilities to manage competing demands Demonstrate abilities to anticipate and manage change. Demonstrate flexibility. in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs

BEHAVIOURAL COMPETENCIES

Customer Focus Instills Trust Cultivates Innovation Collaborates Situational Adaptability Business Insight Manages Complexity Plans and Aligns Balances Stakeholders Ensures Accountability Collaborates Cultivates Innovation Customer Focus Instills Trust Situational Adaptability Tech Savvy

SKILLS

Cloud/Hybrid Experience Microservices Event-Driven Architectures DevOps Environments / Infrastructure as Code (IaC) Branching and Release Strategy

EDUCATION

Matric Bachelor's degree in Information Technology, Computer Science, or a related field.

EXPERIENCE

8+ years of experience in IT service delivery, IT operations, or related roles, with at least 2 years in a managerial or leadership capacity Strong understanding of ITIL framework, service management principles, and best practices for service delivery Proven track record of managing and optimizing production systems, environments, and teams Strong understanding of ITIL framework, incident management, and operational best practices * Experience with service desk platforms, ITSM (IT Service Management) tools, and incident management processes