Service Delivery Director

About the role

We are looking for a Service Delivery Director to lead our Service Delivery capability in South Africa. The role combines hands‑on operational ownership of the service desk with strategic engagement with executives, customers and partners.

Key responsibilities

• Design and roll out an ITIL 4‑aligned service management framework across the South Africa capability.
• Embed Incident, Problem and Change Management as lived disciplines with clear ownership, workflows and governance.
• Drive root‑cause analysis and permanent elimination of recurring incidents through mature Problem Management.
• Raise change success rates and reduce change‑related incidents by strengthening Change Management processes.
• Own the service catalogue, SLAs and XLAs and ensure regular reporting and accountability.
• Establish an automation‑first mindset, removing repetitive, high‑volume work through orchestration and self‑healing runbooks.
• Reduce aged ticket backlog, improve MTTR and increase First Contact Resolution through better triage, knowledge management and shift‑left practices.
• Lead, coach and develop Support and Service Delivery Managers, building bench strength and succession within South Africa.

Required profile

• Extensive experience leading IT Service Delivery or Service Management at scale, preferably across multiple sites or regions.
• Proven track record implementing or maturing ITIL in a live environment with measurable service improvements.
• Strong command of Incident, Problem and Change Management and of SLO/SLA/XLA‑based service governance.
• Demonstrable delivery of automation and self‑service solutions that reduced volume, effort and cost.
• ITIL 4 certification (Managing Professional or Strategic Leader) and relevant degree or equivalent experience.

Required skills

• ITIL 4
• Incident Management
• Problem Management
• Change Management
• Automation (orchestration, self‑healing runbooks)
• Data analysis of service metrics (MTTR, FCR, aged tickets)
• AI‑enabled self‑service and chat‑assisted resolution