49 Customer Service Manager jobs in Cape Town

German-Speaking Customer Service Project Manager Location: Cape Town

Salary: Competitive (to be discussed) Employment Type: Full-Time

About the Client

A leading tech company that’s all about delivering top-notch TV and mobile phone products and services. This client is known for their innovative solutions and fantastic customer service. They value a vibrant and supportive work environment, perfect for those who love technology and teamwork.

Our client, a globally recognised technology brand, is seeking a Manager of Customer Service Projects to drive critical initiatives in their service unit. This role focuses on planning, coordinating, and executing projects that improve customer service operations, with a strong emphasis on self-service integration and process optimisation . The ideal candidate will have extensive experience in customer service project management, a structured approach to problem-solving, and the ability to collaborate with diverse teams across multiple regions.

• Work with a world-leading brand in customer service innovation
• Lead and influence high-impact customer service projects
• Dynamic and collaborative work environment
• Career development opportunities in a fast-growing industry

• Take responsibility for or jointly manage customer service projects in close coordination with the client
• Lead and coordinate service unit projects, ensuring seamless planning, execution, and documentation
• Define, track, and report project milestones, objectives, and key deliverables
• Oversee the integration of self-service solutions into customer service workflows
• Implement AI-driven customer service solutions to improve efficiency and user experience
• Work closely with quality management, operations, IT, and training teams to drive continuous improvement
• Act as the main point of contact for project-related communication with internal and external stakeholders
• Present project progress and findings to senior management
• Provide technical leadership to project teams and ensure project objectives are met

• Fluent in German and English (written and spoken) – C1 level or higher
• Degree or equivalent qualification in Business, Project Management, or a related field
• At least five years of experience in customer service project management
• Strong expertise in customer service processes, self-service solutions, and process optimisation
• Proficiency in MS Office Suite, including MS Visio and MS Project
• Experience with contact centre tools and AI-driven customer service solutions
• Solid understanding of contact centre key metrics and data-driven decision-making
• Strong leadership skills with experience managing cross-functional teams
• Ability to analyse complex problems and develop structured, results-driven solutions
• Excellent communication and presentation skills
• Willingness to travel, including internationally when required

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information.

Position : Service Delivery Manager

Job Type : EMEA Hours ONLY

This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary.

• Coordinate all resources of the tower, including offshore teams
• Orchestrate end-to-end services for involved towers
• Manage cooperation between towers to ensure the use of standard methods and tools
• Apply account-specific processes at relevant scopes
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents
• Serve as the escalation point for tower-specific technical teams in service management processes
• Ensure Root Cause Analysis is performed for tower-specific services
• Raise problem records when issues are identified
• Request, assess, and present change requests in the CAB for approval
• Manage resources for change planning and execution, including testing, approval, and back-out plans
• Ensure asset management requirements are met within towers
• Plan CAP at the component level and coordinate with the manager

• College/University degree in IT or 5-7 years of equivalent experience
• Knowledge of portals, virtualization, applications, databases, or hardware
• Solution Architect experience (3-5 years), ITIL Foundations, Project Management
• CRM experience
• Experience in hardware and software migration (asset)
• Act as the single interface to all delivery towers
• Implement relevant policies and standards, including security compliance
• Manage operational tasks throughout the contract lifecycle
• Participate in or host service reviews and take appropriate actions
• Create or validate solution components for limited upselling within scope
• Understand client, contract, and business priorities
• Ensure processes are followed within towers

(vc_row)(vc_column)(vc_btn title="Apply now" no-style="gradient-custom" gradient_custom_color_1="#034EA2" gradient_custom_color_2="#00C1FF" shape="round" size="lg" align="center" i_icon_fontawesome="fa fa-solid fa-rocket" css="" button_block="true" add_icon="true" link="url:|title:Apply%20here|target:_blank")(wgl_spacing spacer_size="30px")(vc_column_text)The Service Delivery Manager serves as a customer advocate, identifying our customer’s needs and striving to advance the delivery of Transaction Junction services to our customers. The position requires regular and effective communication to our internal teams and customers. The service delivery manager oversees a number of key functions that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place, at all times, managing the client relationship from a service quality and operations perspective.

CORE ACTIVITES AND ACCOUNTABILIES

Service Management

• Lead customer interaction on service-related issues and orchestrate actions within Transaction Junction to ensure correct focus on and resolution of the issue.
• Act as the customer advocate on operational and service management matters
• Have a detailed knowledge of the services provided to each customer, understanding the effect a service outage may have from the customer perspective
• Be responsive to the customer in any and all requests or issues, acting as an escalation point for issues reported to the technical teams
• Monitor overall performance of services and timelines to deliver
• Good communication around issues and opportunities – get things done, make things happen.
• Building, maintaining and analyzing service reports, presenting monthly service management details to customers Transaction Junction’s service, customer requests and any issues.
• Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to management
• As owner of the escalation process the Service Delivery Manager will oversee major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Promote visibility of services in the capacity both of their functional and measurable objectives and achievements, to ensure overall improvement and adherence to quality of delivery of contracted services
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
• Liaise and manage incidents raised via the Service desk to the business and the Client to ensure that they are completed within the allotted timeframes as indicated by the SLA through the proactive implementation and enablement of alerting mechanisms.

Technical

• Work with the Operations Team to ensure that accuracy of delivery and access to information is made available to promote the accuracy of reporting
• Ensure a key technical focus on the delivery of services and making the Operations Team aware of SLA breaches, quality of work and customer expectations.

Performance and Quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Interrogate monthly analytics and other data in order to make business and technical recommendations to customers and internal departments
• Ensure effective dialogue between business and IT role players

Documentation

• Ensure delivery of SLA and operational engagement models in order to ensure that IT adheres to contracted work and measured against deliverables
• Obtain agreements and sign off any changes to be processed by stakeholders

Team Management

• Through effective inspirational leadership, facilitate the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders
• Role model behaviour and motivate team members in line with the core values
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management:
• Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, 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 organizational needs

EDUCATION

Minimum Academic, Professional Qualifications & Experience required for this position

• Minimum Matric
• Bachelor’s degree in Information Technology
• 4 years’ experience in same or similar role

COMPETENCY REQUIREMENTS

Behaviours

• Energy
• Passion
• Respect for others.
• Honest and Fair
• Creativity
• Entrepreneurial Orientation
• Positive Attitude
• Courage
• Tenacity
• Achieves Results

Essential

• Evaluating problems
• Investigate Issues
• Creating innovation
• Building Relationships
• Communicating Information
• Providing Leadership
• Showing Resilience
• Adjusting to change
• Giving Support
• Processing Details
• Structuring Tasks
• Driving success

Leadership

• Judgment
• Strategy
• Execution and Results
• Customer centered
• Talent
• Planning and Improvement
• Influence and Communicate
• Ethics and Compliance
• Adaptability

Functional Competencies

• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Expert knowledge of ITIL disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skill
• Fundamental knowledge of EFT and payments processing is essential

(/vc_column_text)(/vc_column)(/vc_row)

(vc_row)(vc_column)(vc_btn title="Apply now" no-style="gradient-custom" gradient_custom_color_1="#034EA2" gradient_custom_color_2="#00C1FF" shape="round" size="lg" align="center" i_icon_fontawesome="fa fa-solid fa-rocket" css="" button_block="true" add_icon="true" link="url:")(wgl_spacing spacer_size="30px")(vc_column_text)The Service Delivery Manager serves as a customer advocate, identifying our customer’s needs and striving to advance the delivery of Transaction Junction services to our customers. The position requires regular and effective communication to our internal teams and customers. The service delivery manager oversees a number of key functions that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place, at all times, managing the client relationship from a service quality and operations perspective.

CORE ACTIVITES AND ACCOUNTABILIES

Service Management

• Lead customer interaction on service-related issues and orchestrate actions within Transaction Junction to ensure correct focus on and resolution of the issue.
• Act as the customer advocate on operational and service management matters
• Have a detailed knowledge of the services provided to each customer, understanding the effect a service outage may have from the customer perspective
• Be responsive to the customer in any and all requests or issues, acting as an escalation point for issues reported to the technical teams
• Monitor overall performance of services and timelines to deliver
• Good communication around issues and opportunities – get things done, make things happen.
• Building, maintaining and analyzing service reports, presenting monthly service management details to customers Transaction Junction’s service, customer requests and any issues.
• Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to management
• As owner of the escalation process the Service Delivery Manager will oversee major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Promote visibility of services in the capacity both of their functional and measurable objectives and achievements, to ensure overall improvement and adherence to quality of delivery of contracted services
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
• Liaise and manage incidents raised via the Service desk to the business and the Client to ensure that they are completed within the allotted timeframes as indicated by the SLA through the proactive implementation and enablement of alerting mechanisms.

Technical

• Work with the Operations Team to ensure that accuracy of delivery and access to information is made available to promote the accuracy of reporting
• Ensure a key technical focus on the delivery of services and making the Operations Team aware of SLA breaches, quality of work and customer expectations.

Performance and Quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Interrogate monthly analytics and other data in order to make business and technical recommendations to customers and internal departments
• Ensure effective dialogue between business and IT role players

Documentation

• Ensure delivery of SLA and operational engagement models in order to ensure that IT adheres to contracted work and measured against deliverables
• Obtain agreements and sign off any changes to be processed by stakeholders

Team Management

• Through effective inspirational leadership, facilitate the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders
• Role model behaviour and motivate team members in line with the core values
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management:
• Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, 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 organizational needs

EDUCATION

Minimum Academic, Professional Qualifications & Experience required for this position

• Minimum Matric
• Bachelor’s degree in Information Technology
• 4 years’ experience in same or similar role

COMPETENCY REQUIREMENTS

Behaviours

• Energy
• Passion
• Respect for others.
• Honest and Fair
• Creativity
• Entrepreneurial Orientation
• Positive Attitude
• Courage
• Tenacity
• Achieves Results

Essential

• Evaluating problems
• Investigate Issues
• Creating innovation
• Building Relationships
• Communicating Information
• Providing Leadership
• Showing Resilience
• Adjusting to change
• Giving Support
• Processing Details
• Structuring Tasks
• Driving success

Leadership

• Judgment
• Strategy
• Execution and Results
• Customer centered
• Talent
• Planning and Improvement
• Influence and Communicate
• Ethics and Compliance
• Adaptability

Functional Competencies

• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Expert knowledge of ITIL disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skill
• Fundamental knowledge of EFT and payments processing is essential

(/vc_column_text)(/vc_column)(/vc_row)

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information.

Position : Service Delivery Manager

Job Type : EMEA Hours ONLY

This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary.

• Coordinate all resources of the tower, including offshore teams
• Orchestrate end-to-end services for involved towers
• Manage cooperation between towers to ensure the use of standard methods and tools
• Apply account-specific processes at relevant scopes
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents
• Serve as the escalation point for tower-specific technical teams in service management processes
• Ensure Root Cause Analysis is performed for tower-specific services
• Raise problem records when issues are identified
• Request, assess, and present change requests in the CAB for approval
• Manage resources for change planning and execution, including testing, approval, and back-out plans
• Ensure asset management requirements are met within towers
• Plan CAP at the component level and coordinate with the manager

• College/University degree in IT or 5-7 years of equivalent experience
• Knowledge of portals, virtualization, applications, databases, or hardware
• Solution Architect experience (3-5 years), ITIL Foundations, Project Management
• CRM experience
• Experience in hardware and software migration (asset)
• Act as the single interface to all delivery towers
• Implement relevant policies and standards, including security compliance
• Manage operational tasks throughout the contract lifecycle
• Participate in or host service reviews and take appropriate actions
• Create or validate solution components for limited upselling within scope
• Understand client, contract, and business priorities
• Ensure processes are followed within towers

TTEC Cape Town, Western Cape, South Africa

Join to apply for the Team Lead, Service Delivery role at TTEC

TTEC Cape Town, Western Cape, South Africa

Join to apply for the Team Lead, Service Delivery role at TTEC

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Team Lead working onsite in Cape Town, South Africa, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll Be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry and gain direct management experience? In this role, you’ll support and motivate your team to make sure they’re on track to meet goals. You’ll work to answer associate’s questions, issues, and customer escalation while ensuring quality customer experience on every call as you’re the first line manager for your team.

You’ll report to the Operations Manager. We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You’ll

• Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
• Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
• Motivate and develop your team with your open, honest manner and high level of integrity in providing feedback and acknowledging a job well done
  
  
  

• Associate degree, technical school or equivalent work experience
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Computer savvy
  
  
  

• Knowledgeable, encouraging, supporting and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds
• And yes. all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
  
  
  

• Seniority level Not Applicable

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting, Outsourcing and Offshoring Consulting, and Telecommunications

Referrals increase your chances of interviewing at TTEC by 2x

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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Are you an experienced Service Desk Manager in Cape Town, who knows how to keep clients happy and teams running like clockwork? Do you thrive in fast-paced environments where no two days look the same?

This is your chance to take the lead on high-impact IT service delivery across enterprise environments, where client satisfaction, incident resolution, and strategic reporting sit at the heart of what you do.

We’re looking for a hands-on IT Service Desk Manager with strong service delivery experience, excellent communication skills, and the confidence to take full ownership of incidents, escalations, and continuous improvement initiatives.

You’ll lead a team that supports business-critical systems, work closely with clients, and ensure the smooth running of ticketing, onboarding, reporting, and SLA-driven operations.

Type: Permanent – Hybrid.

Salary: Up to R30k per month.

What you’ll be doing:

Client Relationship Management:

• Build and maintain strong client relationships, setting expectations and managing escalations
• Act as a trusted advisor, identifying opportunities to improve service and strengthen partnerships

Incident & Ticket Management:

• Oversee all client-facing tickets, ensuring fast and effective resolution
• Lead critical incident response, keeping clients informed and teams aligned
• Document and improve post-incident processes

Reporting & Delivery Oversight:

• Track and report on SLAs, KPIs, onboarding milestones, and incident trends
• Produce timely, error-free reports for both clients and internal stakeholders

Service Optimisation:

• Identify and drive performance improvements across service desk operations
• Implement and monitor tools and frameworks to maintain high service quality

Team & Cross-functional Collaboration:

• Work closely with internal support, technical, and onboarding teams
• Ensure a seamless client journey from onboarding to ongoing support

Billing & Compliance:

• Oversee accurate billing data across all reporting cycles
• Ensure data integrity and alignment with client contracts

Risk Management:

• Proactively identify risks or service gaps
• Take action before small issues become big problems

What we’re looking for:

• 2+ years’ experience in a Service Delivery, Customer Success, or IT Operations Management role
• Deep understanding of SLA-driven service environments, ITIL frameworks, and best practices
• Strong working knowledge of ticketing tools like AutoTask, Zendesk, or similar
• Proven ability to handle client-facing escalations and resolve complex issues
• Excellent communicator – clear, calm, and confident in both technical and non-technical conversations
• Strategic thinker who’s also comfortable getting stuck in and solving day-to-day issues
• Detail-focused and committed to delivering high-quality service and reporting
• Strong time management and task prioritisation under pressure
• Passionate about people, service, and building lasting client partnerships

What success looks like:

• Consistently delivering services within SLA targets
• CSAT score of 90%+
• Reduced escalations through early risk detection
• Clear and timely communication during incidents
• Seamless onboarding for new clients with a 90%+ on-time completion rate
• At least two meaningful service improvements per quarter
• Clean, accurate billing and reporting
• Strong client and internal team relationships

Ready to take the lead?

If you’re a natural problem-solver who thrives in client-facing environments, we’d love to connect with you. Bring your energy, ownership, and strategic mindset – and help shape the future of IT service delivery in South Africa.

We are seeking an experienced Head of IT Service Delivery to lead and manage the delivery of IT services across key client accounts. This is a strategic, client-facing role focused on ensuring excellence in IT service management, driving value creation, and supporting operational growth through robust technology solutions.

You will be responsible for managing service delivery operations, overseeing client engagements, leading compliance initiatives, and improving productivity through continuous service improvement initiatives.

Key Responsibilities :

Own the end-to-end IT service delivery for key client portfolios.

Lead service delivery reviews (MBR / QBR) and participate in client growth discussions.

Drive service improvement plans and cost optimization initiatives.

Ensure compliance and information security in alignment with client and internal audit expectations.

Act as the main liaison between client technology teams and internal delivery teams.

Oversee incident management and maintain a central record of application issues and downtimes.

Collaborate with internal technology teams and business leaders to align delivery performance with business goals.

Internal and External Interactions :

Internal : Business leaders, all technology sub-functions, and audit / compliance teams.

External : Client IT and business teams, external service providers (especially for service desk operations).

Solid understanding of networking, systems infrastructure, voice solutions, and business applications.

Working knowledge of MS Office, MS Project, and Visio.

Familiarity with ITIL / ITSM frameworks (certification preferred).

Understanding of project management methodologies (PMP certification is a plus).

Process & Domain Knowledge :

Strong knowledge of enterprise IT and business process delivery.

Proven ability to manage service delivery across large-scale client environments (800+ seats).

Experience leading multi-functional IT teams in complex delivery models.

Soft Skills :

Excellent communication and stakeholder engagement abilities.

Strong presentation and interpersonal skills.

Consultative approach with advanced problem-solving capability.

Customer service-oriented mindset with global delivery exposure.

Education & Experience :

Bachelor’s degree (B.E. / B.Tech preferred).

Industry certifications such as ITIL, ITSM, or PMP are advantageous.

8–12 years of experience in IT service delivery, including leadership of large-scale client operations.

Willingness to operate in a 24x7 environment when required.

Job Title: Head of IT Service Delivery

? Location: Cape Town, South Africa
? Type: Permanent | Full-Time

Role Overview:

We are seeking an experienced Head of IT Service Delivery to lead and manage the delivery of IT services across key client accounts. This is a strategic, client-facing role focused on ensuring excellence in IT service management, driving value creation, and supporting operational growth through robust technology solutions.

You will be responsible for managing service delivery operations, overseeing client engagements, leading compliance initiatives, and improving productivity through continuous service improvement initiatives.

Key Responsibilities:

• Own the end-to-end IT service delivery for key client portfolios.

• Lead service delivery reviews (MBR/QBR) and participate in client growth discussions.

• Drive service improvement plans and cost optimization initiatives.

• Ensure compliance and information security in alignment with client and internal audit expectations.

• Act as the main liaison between client technology teams and internal delivery teams.

• Oversee incident management and maintain a central record of application issues and downtimes.

• Collaborate with internal technology teams and business leaders to align delivery performance with business goals.

Internal and External Interactions:

• Internal: Business leaders, all technology sub-functions, and audit/compliance teams.

• External: Client IT and business teams, external service providers (especially for service desk operations).

Key Skills & Competencies: Technical Skills:

• Solid understanding of networking, systems infrastructure, voice solutions, and business applications.

• Working knowledge of MS Office, MS Project, and Visio.

• Familiarity with ITIL/ITSM frameworks (certification preferred).

• Understanding of project management methodologies (PMP certification is a plus).

Process & Domain Knowledge:

• Strong knowledge of enterprise IT and business process delivery.

• Proven ability to manage service delivery across large-scale client environments (800+ seats).

• Experience leading multi-functional IT teams in complex delivery models.

Soft Skills:

• Excellent communication and stakeholder engagement abilities.

• Strong presentation and interpersonal skills.

• Consultative approach with advanced problem-solving capability.

• Customer service-oriented mindset with global delivery exposure.

Education & Experience:

• Bachelor’s degree (B.E. / B.Tech preferred).

• Industry certifications such as ITIL, ITSM, or PMP are advantageous.

• 8–12 years of experience in IT service delivery, including leadership of large-scale client operations.

• Willingness to operate in a 24x7 environment when required.