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The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Job Description

Summary of the position

The Service Delivery Manager role entails the management and support functions related to the service delivery to clients. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients on all service delivery queries as well as systems user support.

The department is also responsible for the provision and support of all overnight and month-end reporting provided to clients.

The Service Delivery Manager is both Apex’s operational champion in the client environment and the client’s operational champion within the Apex environment.

This role is extremely varied and will be expected to manage a variety of enquiries and deliverables. The role is to ensure that all interactions with the client are handled in a timeous manner and with a quality of response that continually exceeds the client’s expectations.

The Service Delivery Team will consist of broad number of skillsets - with a varied skills and skill levels to ensure that all required functions and activity can be performed.

Outline of main duties and responsibilities

The Service Delivery Manager will be expected to:

• Managing client requests and open items specifically related to service delivery or existing Service Level Agreements through to resolution, in so doing actively project manage client requirements.
• Provide first line support to clients on operational and reporting matters and queries, including the investigation and resolution of queries with limited need for support from other operational departments.
• Provide first line support to clients on system related matters and queries, specifically Tube and Mainstream user support, including the investigation and resolution of queries with limited support from other operational departments.

• Investigating and resolving client, investor and internal queries efficiently and on a timely basis - issue resolution such as P&L calculations and incident review and monitoring.

• Analysis, documentation, testing and implementation of changes to business processes, business requirements, reporting, correspondence, tax certificates, SARS tax files and legislative changes (identifying risks, process inefficiencies and suggesting opportunities for automation);
• Monitoring to ensure the accurate delivery of investor correspondence, tax certificates.
• Ownership of Tax Services which includes the provision of DWT, IT3BC, FATCA CRS, SARS Submissions and Reconciliation
• The individual is responsible to ensure that tasks performed are executed efficiently, accurately and within deadlines;
• Configure, troubleshoot and maintain application systems;
• Support and manage the project and the on-boarding and migration of new clients
• Take full ownership of all client matters and queries through to resolution ensuring that escalated client queries are thoroughly investigated and resolved by Apex’s Operational teams;
• Implementing efficiencies through increased automation and synergies across the various products;
• Develop and foster a strong operational relationship with all clients, and provide operational guidance and training to clients as and when required;
• Manage the incident report process through to remediation, providing the findings to the relevant Fund Services departments to implement corrective actions;
• Manage and produce the monthly TA KPI client report packs and client billing;
• Maintain, with guidance from the Operational teams, the client SLA;
• Participate in cross-training and knowledge sharing within the department;
• Deliver high standards of service quality to external clients in accordance with agreed Service Level Agreements.

Skills and experience required

• A minimum of 4 years work experience in this sector,
• A relevant tertiary qualification would be advantageous;
• Knowledge of the applicable LISP and CIS legislative environment
• Excellent communication and client services skills (both written and verbal);
• Ability to work under pressure and meet deadlines;
• Strong business acumen with excellent numeracy and a logical and analytical approach;
• Strong technical knowledge of Apex’s Fund Admin functions and processes, and a good understanding of the upstream and downstream processes;
• The ability to design new processes and conceptualise and assist in the development of systems to support those processes;
• Specific knowledge and experience with the Oracle Flexcube and TCube administration system would be extremely advantageous
• Experience or qualification as a business or systems analyst role advantageous

Disclaimer : Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct souring model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Job Overview :

We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.

Key Responsibilities :

Service Management & Delivery :

Ensure high levels of customer satisfaction through effective service delivery and management.

Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.

Monitor performance metrics and prepare service reports for clients and internal leadership.

Stakeholder Engagement :

Act as the main point of contact for client service-related issues and escalations.

Build and maintain strong relationships with customers and internal delivery teams.

Team Leadership & Coordination :

Coordinate cross-functional teams to ensure timely resolution of service issues.

Provide mentoring and direction to junior delivery staff or support teams.

Process Improvement :

Identify gaps and inefficiencies in service delivery processes; implement improvements.

Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).

Project Support :

Support the delivery of new services, transitions, and transformation initiatives.

Collaborate with project managers to align service capabilities with project deliverables.

Required Skills & Qualifications :

Bachelors degree in Information Technology, Business Administration, or related field.

5-9 years of experience in a service delivery or client management role.

Proven experience managing service performance in complex, multi-client environments.

Strong knowledge of ITIL practices (certification preferred).

Excellent problem-solving, communication, and stakeholder management skills.

Strong organizational and multitasking abilities.

Preferred Qualifications :

Experience in cloud-based or digital service environments.

Experience managing third-party vendors or offshore delivery teams.

PMP or similar project management certification is a plus.

Familiarity with service tools such as ServiceNow, Jira, or equivalent.

Key Competencies :

Customer-centric mindset

Analytical thinking

Leadership and team collaboration

Conflict resolution

Time and priority management

Job Title

Service Delivery Manager

Location

Johannesburg

Nature of role

Full-time Permanent role

Reports to

Head of Service Delivery South Africa

Role Description

Reporting to the Head of Service Delivery, the Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management. The Service Delivery Manager will be accountable for setting the priorities in order to achieve commercial outcomes, both internally and externally, for their clients.

The Service Delivery Manager will obtain a clear understanding of our client businesses and strategic intent and use this understanding to drive revenue generation as well as providing intelligence to Sales and Product & Proposition teams.

Key responsibilities will include service reviews, issue escalation ownership, oversight of SLA/KPI deliverables and contractual compliance. This role would work closely with Asset Services & Delivery, PMO, Sales, and Production Support teams to provide a high level of senior relationship support and service delivery.

The SDM will undertake consultation with key Asset Services stakeholders and Delivery leads to determine and set overall regional priorities. This role will require a strong understanding of FNZ’s client offering, operational processes and support functions.

Specific Role Responsibilities

• Identifies and secures additional commercial opportunities with each customer within their remit;
• Positions FNZ as 'strategic adviser' to all customers within their remit and demonstrates this through regular access to strategic decision-makers, involvement in customer strategy sessions etc;
• Contributes to the formulation and refinement of the wider FNZ vision and strategy;
• Uses professional networks to assist the Sales team to identify and secure commercial opportunities with new customers;
• Maintains a very high degree of domain expertise and professional currency (regulation, market drivers, FNZ propositions and processes etc) and as such can arrive at a point of view and articulate it clearly and compellingly, in either an internal or customer facing context.

• Establishes exceptional working relationships within FNZ based on trust, loyalty, dependability and skill;
• Earns respect from colleagues, customers and other professional stakeholders;
• Is highly committed to FNZs enterprise-level and local goals and can articulate these clearly and compellingly;
• Leads by example, 'mucks-in' and assists other FNZ staff where necessary, sets clear direction, and sells benefits to gain commitment. Is accessible and approachable;
• Drives a commercial focus throughout the team. Has a clear and accurate understanding of the commercial situation of FNZ locally and regionally, can demonstrate this, and acts primarily to create long term value for FNZs shareholders;
• Drives a ‘change agent’ mentality - has an action bias and challenges the status quo where desirable outcomes can be achieved by doing things differently;
• Is vocal and opinionated with respect to decisions that impact customers within their remit. Speaks compellingly, and is influential in securing good customer outcomes and preventing bad ones;
• Always speaks 'truth to power', adheres to FNZs whistle-blowing policy and applicable legislation to ensure the appropriateness of all FNZ actions with respect to customers in their remit. Vocally pursues good ideas and defends against bad ones regardless of tenure and seniority within the organisation;
• Wishes to develop skills and experience, and demonstrates self-directed steps to achieve this;
• Takes a genuine interest in the development of more junior employees and goes out of their way to assist with this;
• Instils a sense of 'do or die' urgency as and where necessary, and achieves a commensurate work rate from relevant FNZ staff;
• Drives a service culture with a positive “can do” attitude.

• Maintains their customer satisfaction levels above an acceptable level (measurement criteria and target level to be agreed with Managing Director) at all times, subject to agreed variations for events beyond the SDMs control;
• Visits customers on-site monthly or as otherwise agreed;
• Demonstrates a proven ability to influence and lead the customer where necessary or desirable;
• Provides senior client management support including undertaking regular service reviews with clients identifying any areas of improvement required and discussing strategy and opportunities;
• Is aware of and conversant in all key service delivery metrics including SLA/KPI and contractual compliance. Produces or oversees production of these metrics where required;
• Successfully communicates account management priorities to internal stakeholders and works effectively with these stakeholders to deliver desired outcomes;
• Demonstrates detailed and nuanced understanding of customer organisations within remit, covering both hard (AuA, SLA/KPI, market share, market ambitions etc) and soft (relationships, tactical positioning, customer HR etc) measurements of customer satisfaction;
• De-facto manages the Production Support & Infrastructure and Client Support services teams to deliver exceptional client outcomes;
• Is an aggressive but realistic planner and tracks all appropriate activities against a plan. Can produce the plan and current status on request;

Experience required

• Strong account management/service delivery experience within Financial Services;
• Follows up colleagues where their work is important to a customer outcome;
• Demonstrates an ability to cope with protracted high pressure situations;
• Shows respect for colleagues, customers and other stakeholders and is respected by same;
• Owns everything impacting the customer, even when immediate responsibility for execution is delegated;
• Demonstrates high professional standards and a feeling of personal accountability for FNZs performance;
• Is comfortable acting on own initiative and acts to facilitate a 'by exception' management approach;
• Speaks up fearlessly where necessary, to Managing Director, Head of Risk and Compliance and others as appropriate;
• Supports colleagues and takes pleasure in their achievements;
• Helps create a positive team culture within the immediate team and more broadly within FNZ;
• Engaging and approachable.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.

Overview

TourAxis — City of Cape Town, Western Cape, South Africa

Location : Flexible (Cape Town preferred; remote considered)

Reports to : Head of Tour Delivery

Direct Reports : Global Customer Service team (South Africa & Philippines), Customer Operations team

About the Role

We are seeking a Global Service Delivery Lead to design and lead the next chapter of our global customer support. Serving 20,000+ travellers per year across Expat Explore and our growing portfolio of B2C brands (including RailRocker – launching in 2026), this role combines hands-on leadership with strategic vision.

You will lead our Customer Service and Customer Operations teams in South Africa and the Philippines, ensuring passengers receive warm, effective, and timely support. At the same time, you will architect the service model of the future: market-specific pods, smart use of automation, and localised support where it matters most.

The Global Service Delivery Lead also plays a vital external-facing role, acting as the main service delivery contact for our OTA partners (TourRadar, TourHub, and others). Building strong partner relationships and ensuring seamless collaboration is key to this role. Equally important, you will champion the voice of the customer internally, gathering insights from passengers and partners and sharing them across the business to shape continuous improvement.

As we expand to include flights and more complex journeys, your experience in managing air travel or similar sectors will help us build robust, customer-first systems.

• Lead, coach, and support the global Customer Service and Customer Operations teams (currently SA & Philippines), with direct oversight of regional shift supervisors.
• Build empowered, accountable team leaders who can run shifts independently.
• Foster a culture of warmth, problem-solving, and Expat-style hosting.
• Design the service structure for today and tomorrow: centralised where efficient, localised where critical.
• Develop market-specific pods (our clients are from across the globe) while maintaining consistent quality and tone.
• Partner with the Head of Tour Delivery to align service delivery with company strategy and growth plans.

• Build and maintain strong relationships with OTA partners such as TourRadar and TourHub, ensuring service excellence and smooth collaboration.
• Act as the key escalation point for passenger-related service issues, resolving them quickly and effectively.
• Provide regular updates on service quality, customer feedback, and improvement initiatives relating to OTAs and other partners.

• Champion the voice of the customer across the business by gathering and analysing insights from service interactions, complaints, and surveys.
• Share actionable customer insights with Product, Sales, Marketing, and Tour Delivery teams to drive improvements.
• Engage directly with passengers to better understand their needs, challenges, and experiences.

• Own all complaint-handling processes, ensuring consistent, fair, and timely resolution.
• Maintain inbox health: response times, manageable workloads, and high morale.
• Monitor key service metrics (CSAT, response times, complaint resolution, cost-per-contact) and take proactive action.
• Reduce repetitive queries by building and maintaining robust FAQs, automated responses, and AI-driven tools.
• Lead Freshdesk optimisation to its fullest potential, leveraging reporting, automations, and workflows.
• Explore future tech integrations to scale support without scaling headcount.

• Work closely with Ops, Product, Sales, and Tour Delivery Specialists to close feedback loops and improve customer journeys.
• Collaborate with the Crew, Ops and Transport teams when complaints touch on on-tour experience or logistics.
• Support the integration of flight bookings into the customer journey, ensuring service processes adapt to higher complexity.

• Complaint Resolution: All escalations handled within 5 working days, with clear documentation and recovery outcomes.
• Response Times: 90% of enquiries resolved within agreed SLAs.
• Automation Impact: 30–40% reduction in repetitive inbound queries through FAQs and automation.
• CSAT: Customer satisfaction consistently above 85%.
• Partner Feedback: Strong, trusted relationships with OTA partners; regular positive feedback on collaboration and service quality.
• Customer Insights: Actionable insights regularly shared with leadership, influencing product and service decisions.
• Scalability: Service model designed and piloted to support multiple brands and key markets (US, UK, AUS, SA, Philippines) without unnecessary headcount expansion.
• Interaction: Customer interactions consistently rated as warm, personal, and community-driven, not transactional.

• Proven leadership experience in global/multi-market customer service (travel, hospitality, or air travel experience strongly preferred).
• Demonstrated success in building scalable service models across regions or brands.
• Strong experience with Freshdesk (or equivalent CRM/CS platforms), including automation, workflows, and reporting.
• Deep experience in complaint handling, conflict resolution, and customer recovery.
• Exposure to flight booking or airline support systems a strong advantage.
• Track record of embedding both operational efficiency and brand warmth into service teams.
• Experience managing partner relationships with OTAs or equivalent distribution partners.
• Excellent people leadership and coaching skills, with experience developing team leads into confident managers.
• Strong analytical mindset, able to use data to anticipate issues and drive improvements.

At Expat Explore and RailRocker, we don’t just sell tours – we create transformative travel experiences that connect people to the world and each other. As Global Service Delivery Lead , you will be at the heart of ensuring every passenger feels supported, valued, and part of the Expat community from booking to departure.

This is a chance to shape the future of a growing global service function, balancing technology, external partner relationships, and human touch to deliver a uniquely Expatified experience on a global scale.

Job Details

Job Reference Number: SDCJB1

Department: Service

Business Unit:

Industry: Information Technology

Job Type: Permanent

Positions Available: 1

Salary: Market Related

The main duty is to attend to incoming queries from clients and handle them in a professional, kind, and tactful manner and escalate these to the relevant resource when and if necessary. Monitor and attend to all tickets related to the Service Delivery Coordinator role with specific focus on Access, Smart Hands, Remote Hands, Cancellations and wireless planning and projects. Support any other departmental functions as and when required. Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources.

• Adhere to company policies, procedures and processes
• High quality verbal and written communication with clients
• Process and update tickets within agreed operational service level agreement and client SLA timelines
• Major Electrical Maintenance activities i.e. attend to client queries, provide information and timeously log access and remote hands tickets

• Respond with empathy to clients, deal with their needs and acknowledge their operational pressures and deadlines
• Optimise client satisfaction
• Identify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes

• Receive and handle requests for service, following agreed Service Desk Work Instructions
• Accurate recording and data capture of queries and follow-up from outset to conclusion
• Respond to common requests for service by providing information to enable fulfilment and promptly allocate unresolved calls as appropriate
• Provide 1st Line investigation and diagnosis and promptly allocate unresolved issues as appropriate
• Accept and process tickets in the agreed queues in the expected turnaround times
• Potential ticket escalation to other divisions of the business or technical
• Confirm and update access permission roles in CRM (update database)
• Wireless Map reservations and planning – all regions
• Process Service Orders (interconnects and general stock items) as and when required

• Report any client impacting issues or service Deviation to the Service Delivery Coordinator Team Lead for further investigation
• Work closely with the Service Delivery Coordinator Team Lead and escalate any client facing issues that may occur during the shift
• Prepare and submit any reports that may be required from time to time

• The Service Delivery Coordinator Team is a “team” and are collectively responsible for all tickets;
• If a team member is not attending to their task, another team member must accept the task and finalise it; from time to time, team members are required to step in for others to ensure client service;
• All tickets must be accepted by a team member within 15 minutes of being recorded in Ozone;
• Most tickets are urgent and Teraco is required to respond with urgency to fulfil client/contractor requests within time limits;
• The Service Delivery Coordinator Team are responsible for the entire cycle of all tickets and must follow up and escalate as needed if timelines are not met;
• All tickets must be reviewed by the Service Delivery Coordinator Team at the start and end of the business day;
• Handovers between desks must be done with feedback reviewed on all tickets at all times.

• This role is required to work weekdays from 8:00am – 5:00pm
• This role is required to work on-site at JB1/Isando and may be required to change location based on business requirements

• Exceptional communication skills
• Excellent administrative skills are critical
• Active listening – ability to understand requirements
• Ability to communicate in English, and any other RSA language beneficial
• Proactive problem solver
• Ability to work independently & a positive team player
• Self-motivated
• Ability to lead and positively influence others
• Conducts self professionally, exhibits high levels of tolerance and patience
• Responsible for continued learning and self-development
• High affinity for attention to detail
• Strong time keeping and multitasking skills
• Team player
• Good time keeping

• Matric
• CompTIA Network + certification an advantage
• 2 years relevant working experience in service management or similar
• ITIL preferred
• Microsoft Office skills
• Good understanding of networks and cabling (fibre optic and copper) an advantage
• Previous experience within IT/Telecoms industry an advantage

Location: Flexible (Cape Town preferred; remote considered)

Reports to: Head of Tour Delivery

Direct Reports: Global Customer Service team (South Africa & Philippines), Customer Operations team

We are seeking a Global Service Delivery Lead to design and lead the next chapter of our global customer support. Serving 20,000+ travellers per year across Expat Explore and our growing portfolio of B2C brands (including RailRocker – launching in 2026), this role combines hands-on leadership with strategic vision.

You will lead our Customer Service and Customer Operations teams in South Africa and the Philippines, ensuring passengers receive warm, effective, and timely support. At the same time, you will architect the service model of the future: market-specific pods, smart use of automation, and localised support where it matters most.

The Global Service Delivery Lead also plays a vital external-facing role, acting as the main service delivery contact for our OTA partners (TourRadar, TourHub, and others). Building strong partner relationships and ensuring seamless collaboration is key to this role. Equally important, you will champion the voice of the customer internally, gathering insights from passengers and partners and sharing them across the business to shape continuous improvement.

As we expand to include flights and more complex journeys, your experience in managing air travel or similar sectors will help us build robust, customer-first systems.

• Lead, coach, and support the global Customer Service and Customer Operations teams (currently SA & Philippines), with direct oversight of regional shift supervisors.
• Build empowered, accountable team leaders who can run shifts independently.
• Foster a culture of warmth, problem-solving, and Expat-style hosting.

• Design the service structure for today and tomorrow: centralised where efficient, localised where critical.
• Develop market-specific pods (our clients are from across the globe) while maintaining consistent quality and tone.
• Partner with the Head of Tour Delivery to align service delivery with company strategy and growth plans.

• Build and maintain strong relationships with OTA partners such as TourRadar and TourHub, ensuring service excellence and smooth collaboration.
• Act as the key escalation point for passenger-related service issues, resolving them quickly and effectively.
• Provide regular updates on service quality, customer feedback, and improvement initiatives relating to OTA’s and other partners.

• Champion the voice of the customer across the business by gathering and analysing insights from service interactions, complaints, and surveys.
• Share actionable customer insights with Product, Sales, Marketing, and Tour Delivery teams to drive improvements.
• Engage directly with passengers to better understand their needs, challenges, and experiences.

• Own all complaint-handling processes, ensuring consistent, fair, and timely resolution.
• Maintain inbox health: response times, manageable workloads, and high morale.
• Monitor key service metrics (CSAT, response times, complaint resolution, cost-per-contact) and take proactive action.

• Reduce repetitive queries by building and maintaining robust FAQs, automated responses, and AI-driven tools.
• Lead Freshdesk optimisation to its fullest potential, leveraging reporting, automations, and workflows.
• Explore future tech integrations to scale support without scaling headcount.

• Work closely with Ops, Product, Sales, and Tour Delivery Specialists to close feedback loops and improve customer journeys.
• Collaborate with the Crew, Ops and Transport teams when complaints touch on on-tour experience or logistics.
• Support the integration of flight bookings into the customer journey, ensuring service processes adapt to higher complexity.

• Complaint Resolution: All escalations handled within 5 working days, with clear documentation and recovery outcomes.
• Response Times: 90% of enquiries resolved within agreed SLAs.
• Automation Impact: 30–40% reduction in repetitive inbound queries through FAQs and automation.
• CSAT: Customer satisfaction consistently above 85%.
• Partner Feedback: Strong, trusted relationships with OTA partners; regular positive feedback on collaboration and service quality.
• Customer Insights: Actionable insights regularly shared with leadership, influencing product and service decisions.
• Scalability: Service model designed and piloted to support multiple brands and key markets (US, UK, AUS, SA, Philippines) without unnecessary headcount expansion.
• Interaction: Customer interactions consistently rated as warm, personal, and community-driven, not transactional.

• Proven leadership experience in global/multi-market customer service (travel, hospitality, or air travel experience strongly preferred).
• Demonstrated success in building scalable service models across regions or brands.
• Strong experience with Freshdesk (or equivalent CRM/CS platforms), including automation, workflows, and reporting.
• Deep experience in complaint handling, conflict resolution, and customer recovery.
• Exposure to flight booking or airline support systems a strong advantage.
• Track record of embedding both operational efficiency and brand warmth into service teams.
• Experience managing partner relationships with OTAs or equivalent distribution partners.
• Excellent people leadership and coaching skills, with experience developing team leads into confident managers.
• Strong analytical mindset, able to use data to anticipate issues and drive improvements.

At Expat Explore and RailRocker, we don’t just sell tours – we create transformative travel experiences that connect people to the world and each other. As Global Service Delivery Lead, you will be at the heart of ensuring every passenger feels supported, valued, and part of the Expat community from booking to departure.

This is a chance to shape the future of a growing global service function, balancing technology, external partner relationships, and human touch to deliver a uniquely Expatified experience on a global scale.

Key Responsibilities

• Lead and coordinate delivery of contracted compliance solutions.
• Ensure services (SaaS, training, advisory, support) meet SLAs and quality standards.
• Manage risks, resolve issues swiftly, and maintain accurate project records.
• Build trusted client relationships and lead regular service reviews.
• Oversee multi-disciplinary delivery teams and foster a high-performance culture.
• Develop SOPs, implement quality controls, and drive process improvements.
• Ensure compliance with BEE codes, Employment Equity legislation, and POPIA.
• Prepare performance reports and present insights to senior management.

• Bachelor’s degree in business management, Project Management, or related field.
• 5+ years in service delivery, client success, or project management.
• Advantageous: experience in B-BBEE, HR compliance, SaaS, or professional services.
• Strong knowledge of B-BBEE Codes and Employment Equity legislation.

Key Responsibilities 

• Lead and coordinate delivery of contracted compliance solutions.
• Ensure services (SaaS, training, advisory, support) meet SLAs and quality standards.
• Manage risks, resolve issues swiftly, and maintain accurate project records.
• Build trusted client relationships and lead regular service reviews.
• Oversee multi-disciplinary delivery teams and foster a high-performance culture.
• Develop SOPs, implement quality controls, and drive process improvements.
• Ensure compliance with BEE codes, Employment Equity legislation, and POPIA.
• Prepare performance reports and present insights to senior management.

Experience 

• Bachelor’s degree in business management, Project Management, or related field.
• 5+ years in service delivery, client success, or project management.
• Advantageous: experience in B-BBEE, HR compliance, SaaS, or professional services.
• Strong knowledge of B-BBEE Codes and Employment Equity legislation.

Service Delivery Manager

Location: Century City, Cape Town (Onsite)

Salary: R – R CTC per year

Benefits: Medical aid contribution

Travel: USA trips 2–4 times per year

We're looking for a seasoned Service Delivery Manager to lead the delivery of IT services for global clients in the mining and construction industries. This role is hands-on, client-facing, and central to keeping critical infrastructure and services running smoothly.

What you'll do

• Oversee delivery of IT services across cloud and on-prem environments (VMWare, Kubernetes, Cisco, UBNT, Nokia NDAC).
• Ensure all services consistently meet SLA requirements.
• Manage incident, problem, change, and release processes.
• Act as the go-to contact for clients, handling escalations and building strong relationships.
• Monitor service performance, produce regular reports, and drive continuous improvement.
• Attend client meetings, present SLA reports, and manage expectations.
• Lead and mentor a team of around 10 service delivery professionals.
• Support recruitment and training within the service team.

What you'll bring

• 8+ years' experience in service delivery management.
• Proven track record managing SLAs and leading teams.
• A bachelor's degree in IT, Engineering, or similar.
• Strong client engagement and stakeholder management skills.
• A sharp eye for detail and the ability to see both the big picture and the small but important gaps.

Job Types: Full-time, Permanent

Pay: R850 000,00 - R ,00 per year

Ability to commute/relocate:

• Century City, Western Cape: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Service Delivery Management: 8 years (Required)
• Cloud: 8 years (Required)
• On-prem: 8 years (Required)
• VMWare: 8 years (Required)
• Kubernetes: 8 years (Required)
• Cisco: 8 years (Required)
• UBNT: 8 years (Required)
• Nokia Drone Networks: 8 years (Required)
• Team Management: 8 years (Required)

Work Location: In person