We are seeking a highly experienced IT Service Delivery Manager to oversee seamless IT Service Management across our operations. This business- and client-facing role is critical in supporting business growth, driving operational excellence, and delivering value to both the organization and its clients. The role also includes managing relationships with business client IT teams and ensuring compliance and information security standards are met.
ResponsibilitiesKey Responsibilities:
- Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
- IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
- Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
- Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
- Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
- Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
- Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
- Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
- Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.
Qualifications:
- Graduate or higher; Master’s degree is a plus.
- 12–14 years of relevant industry experience, including large-scale operations management.
- Proven ability to take end-to-end ownership of technology operations, assets, and service delivery.
Required Skills & Experience:
- Strong technical knowledge of Networking, Systems, Voice, and business applications.
- Industry-recognized certifications (e.g., ITIL/ITSM) are advantageous.
- Familiarity with project management methodologies.
- Excellent communication skills, capable of engaging stakeholders at all levels.
- Understanding of enterprise business processes, IT operations, and IT processes.
- Proficient in MS Office, MS Project, and Visio.
- Experience managing large-scale operations (5,000–10,000 end users).
- Experience with new implementations, transitions, and Greenfield setups preferred.
Must be able to work US Hours from the office (Earliest shift: 11:00 AM – 8:00 PM SAST and Latest shift: 2:00 PM – 11:00 PM SAST)
Must be based in Cape Town
In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets
Skills Required
- Graduate degree or higher
- 12–14 years of relevant industry experience
- Experience managing large-scale technology operations for 5,000–10,000 end users
- End-to-end ownership of technology operations, assets, and service delivery
- Strong technical knowledge of networking, systems, voice, and business applications
- Excellent communication and stakeholder engagement skills
- Understanding of enterprise business processes, IT operations, and IT processes
- Proficiency in Microsoft Office, Microsoft Project, and Visio
- Familiarity with project management methodologies
- ITIL or ITSM certification
- Master’s degree
- Experience with new implementations, transitions, and Greenfield setups
- Ability to work US hours from the office in Cape Town
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
