51 Itsm Consultant jobs in South Africa

Requisition ID:

• Relocation Authorized: None
• Telework Type: Full-Time Office/Project
• Work Location: Yanacocha

Since 1898, we have helped customers complete more than 25,000 projects in 160 countries on all seven continents that have created jobs, grown economies, improved the resiliency of the world's infrastructure, increased access to energy, resources, and vital services, and made the world a safer, cleaner place.

Differentiated by the quality of our people and our relentless drive to deliver the most successful outcomes, we align our capabilities to our customers' objectives to create a lasting positive impact. We serve the Infrastructure; Nuclear, Security & Environmental; Energy; Mining & Metals, and the Manufacturing and Technology markets. Our services span from initial planning and investment, through start-up and operations.

Core to Bechtel is our Vision, Values and Commitments. They are what we believe, what customers can expect, and how we deliver.

Located 800 km northeast of Lima, Peru, Yanacocha is South America's largest gold mine. The WTP Project consists of two of the largest acid water treatment plants in South America (the West one with capacity of 3,000 m3/hour and the East one with 2,700 m3/hour). Early works are currently being performed on site, preparing the permanent platforms and laydown areas for the East and West plants, in addition to the Class 2 estimate, Level 3 schedule and Execution Plan.

In this role, you will coordinate Environmental, Safety, and Health (ES&H) training and awareness of a project's ES&H program. You will work with experts to review course materials and awareness strategies and assist with the processes for content delivery. Your efforts to optimize training and communication will help the ES&H program achieve continuous improvement goals for health and safety on the job.

• Developing and coordinating process improvement activities, including drafting learning, training, and marketing materials, and obtaining cost-effective quotes for external printing and copying of corporate bulletins, brochures, poster designs, and other marketing materials ready for computer design.
• Maintaining and modifying the departmental intranet and its contents, including the creation and maintenance of team websites.
• Responsible for developing and implementing proposed revisions and additions to the departmental website architecture.
• Creating forms and other web-based technology methods to improve user effectiveness and responsiveness.
• Researching activities related to process improvement, such as database functionality and web design.
• Gathering the necessary data to prepare reports on critical elements and other supplementary reports, as needed.
• Participating in departmental staff meetings and status tasks as required.
• Coordinating with the Senior Process Improvement Specialist, the Process Improvement Manager, and/or the corporate ES&H management to obtain approval for work as it is completed.
• Supporting Senior Process Improvement Specialists in developing training and launching, and promoting corporate ES&H initiatives and campaigns.

Requires a Bachelor's degree in Civil Engineering, Mining Engineering, Industrial Enginnering (or international equivalent) related to environmental, safety, health, education, or a science-related discipline and less than 1 year of relevant experience.

• Technical knowledge of computer-based training development software, Ms Office package.
• Technical knowledge of desktop publishing software Adobe Suite, web developer SharePoint, FrontPage programming code, and incorporation of Flash in training products.
• Knowledge of learning and development systems, applications for both ES&H and automation methods, and the application of computers to associated process improvement tasks.
• Knowledge of regulatory and industry standards and criteria relevant to ES&H learning and development needs.
• Good knowledge of computer illustrations and web design packages.
• General knowledge of writing and producing training, marketing, and communication tools.
• Work familiarity with Bechtel's environmental, safety, and health processes and procedures (for internal or former Bechtel candidates).
• Demonstrated skill in oral and written communication and in preparing clear and complete correspondence.

For decades, Bechtel has worked to inspire the next generation of engineers and beyond Because our teams face some of the world's toughest challenges, we offer robust benefits to ensure our people thrive. Whether it is advancing careers, delivering programs to enhance our culture, or providing time to recharge, Bechtel has the benefits to build a legacy of sustainable growth.

As a global company, Bechtel has long been home to a vibrant multitude of nationalities, cultures, ethnicities, and life experiences. This diversity has made us a more trusted partner, more effective problem solvers and innovators, and a more attractive destination for leading talent.

We are committed to being a company where every colleague feels that they belong-where colleagues feel part of "One Team," respected and rewarded for what they bring, supported in pursuing their goals, invested in our values and purpose, and treated equitably.

Bechtel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, disability, citizenship status (except as authorized by law), protected veteran status, genetic information, and any other characteristic protected by federal, state or local law.

Applicants with a disability, who require a reasonable accommodation for any part of the application or hiring process, may e-mail their request to .

Job description:

DISCOVER A BRIGHTER FUTURE:

At South32, we're meeting the challenge of enabling a sustainable future through our focus on responsibly producing commodities critical for a low-carbon world.

As a collaborative, caring and inclusive company, there's no better place to make a genuine difference. Together we're making a positive, global impact that has the potential to change lives.

Whatever career path you choose, we'll support you every step of the way to learn, grow and succeed. So, join us, step towards a brighter future and leave your legacy.

ABOUT HILLSIDE

Our Hillside Aluminium smelter in Richards Bay produces high-quality, primary aluminium for the domestic and export markets.

WHAT SOUTH32 OFFER:

Annual short-term incentive bonus that recognizes both your individual performance and the overall success of the business.

Eligible employees will receive an employer contribution towards the company-elected retirement fund.

South 32 will support assistance for part-time studies aligned to role requirements and business needs at accredited institutions to eligible employees.

ABOUT THE ROLE:

This role is a permanent full-time position.

As a Specialist Process Control and Improvement, you will be responsible to administer the production standards, operating procedures and control systems that ensure critical controls of the production processes exist and are effective. To conduct the production system monitoring and analysis and execute improvements to production systems and practices to achieve and maintain the predictable, stable and required levels of operating performance within HSECQ requirements.

Other key responsibilities include, but aren't limited to:

• Execute strategies to analyse performance and initiate improvement actions (e.g. dispatch control and analysis; plant / fleet statistical process control; production execution improvement);
• Adhere to standards and critical controls required to manage HSECQ and operational material risks, legal obligations and South32 and ISO Standards;
• Conduct investigations of relevant Events. Execute the production equipment work strategies for SAP;
• Assist to develop, review and maintain standard operating procedures to support the safe execution of production work;
• Execute all duties in line with statutory legislation, and South32 standards and requirements;
• Ensure timely and accurate reporting of all events and hazards and participate in workplace investigations or observations as required;
• Contribute to building a cohesive working environment;
• Actively participate in all people performance and development initiatives to ensure the team's performance meets the required standards;
• Build, support and maintain healthy diverse internal (peers / team members / managers) as well as external (service providers etc.) relationships and implement remedial actions were required to ensure achievement of organisational goals.

ABOUT YOU:

You will have experience and demonstrate capability in the following:

• A minimum of 4 – 6 years' work experience;
• Production / Process Control Improvement experience within a heavy industry environment;
• Valid Code B (08) Driver's license is essential.

Qualifications for this role are:

• Degree/BTECH in Mechanical Engineering/ Chemical Engineering.

South32 is committed to building and maintaining an inclusive and diverse workforce that reflects the communities in which we operate.  We provide a recruitment process that is fair, equitable and accessible for all and we encourage candidates from all backgrounds to apply.

Please apply online by entering the preferred position reference number on our website 

This advertisement will close on  16 October 2025.

Profile description:

As a Specialist Process Control and Improvement, you will be responsible to administer the production standards, operating procedures and control systems that ensure critical controls of the production processes exist and are effective. To conduct the production system monitoring and analysis and execute improvements to production systems and practices to achieve and maintain the predictable, stable and required levels of operating performance within HSECQ requirements.

Purpose of role

Provides strategic leadership and operational oversight of IT service delivery, support services, and project execution to ensure reliable, compliant, and user-focused technology operations across all mining sites. The role leads the integration of digital workplace technologies, on-site support, and modern collaboration tools to enable seamless business continuity. Through a strong site presence and engagement with end-users, it builds trust and drives adoption of secure and efficient digital solutions. By embedding ITIL/COBIT frameworks, maintaining governance and regulatory compliance, and applying structured project management practices, the position ensures consistent, high-quality service delivery and successful implementation of technology initiatives that enhance operational efficiency and align with business objectives.

Role Context

• Service Delivery Management – Oversee the lifecycle of IT services through ITIL principles, ensuring stability, resilience, and continuous improvement.
• Site Support & Engagement – Maintain strong IT presence across mining sites with daily desk visits, fast resolution of issues, and proactive user feedback collection.
• Governance & Compliance – Ensure adherence to mining safety, environmental, ISO, and data regulations, with transparent reporting and audit readiness.
• Project & Portfolio Delivery – Lead IT projects that enhance digital collaboration, automation, and operational efficiency, ensuring alignment with business needs.
• Stakeholder & Team Leadership – Build relationships with executives, operations, and site staff while fostering a customer-focused, accountable IT support culture.
• Vendor & Contract Management – Oversee relationships with IT vendors and service providers, ensuring service levels, contracts, and costs are effectively managed.
• Budget & Resource Management – Develop and manage budgets for IT service delivery, ensuring cost efficiency and alignment with business priorities.
• Change & Incident Management – Lead structured processes for incidents, problems, and change requests, minimizing business disruption.
• Risk & Security Oversight – Work closely with cybersecurity and compliance teams to mitigate risks, protect company data, and ensure resilience against threats.
• Reporting & Performance Monitoring – Track KPIs such as uptime, response times, resolution rates, and customer satisfaction, providing clear reporting to leadership.
• Continuous Improvement & Innovation – Identify opportunities for process automation, new tools, and technology adoption that improve efficiency and user experience.
• Training & Knowledge Sharing – Ensure IT teams and end-users are upskilled on collaboration tools, digital workplace practices, and new technologies.
• Business Continuity & Disaster Recovery – Support the planning and testing of disaster recovery and business continuity strategies to maintain operational resilience.

Qualifications

• Bachelor's degree in information technology, Computer Science, Information Systems, or a related field (essential).
• Postgraduate qualification in IT management, Business Administration, or Project Management (advantageous).
• ITIL Certification (v3 or v4 Foundation or higher – essential).
• COBIT Certification (advantageous).
• Project Management certification such as PMP, PRINCE2, or equivalent (advantageous).
• Microsoft Certified (M365 / Azure) or similar digital workplace certifications (advantageous).
• ISO/IEC 2000 or ISO 27001 knowledge/certification (advantageous).

Job Specific experience

• Proven track record of leading IT projects and driving adoption of new technologies.
• Minimum 10 years' experience in IT service delivery, with at least 5-7 years in a management role for technology services.

Inherent requirements

Must be medically fit

Closing Date

04 November 2025

Job Purpose

The Service Delivery Manager is the central point of contact for all operational service-related issues and requirements. Responsible for managing service in quality, in budget and time.

Key Responsibilities

Contract Management

• Single service interface and point of escalation for client (internal & external)
• Adhere to all contract management requirements
• Adherence to incident reporting requirements and timelines
• Adherence to maintenance schedule requirements for timing and notification
  
  thereof.

SLA Management

• Ensure the Scope of service equals services delivered
• Manage Quality of service delivered
• Ensure SLAs are met and exceeded if no associated cost
• Analyze SLA measurements
• Third Party Management
• Compilation, validation, presentation of monthly SLA reports and Business Reviews
• Weekly Operational Service Meeting owner
• Weekly account status updates to the Technical Management team
• Assist in management and measurement of conformance to service level agreements

Management of Delivery Processes

• Capacity and availability management of technical resources
• Ensure effective support desk assistance of electricity related issues
• Ensure projects are delivered on time and with accuracy
• Analyse statistics and compile accurate reports
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Service Delivery

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Facilitate problem resolution
• Manage escalation process
• Own the development of Service Improvement Plans
• Manage implementation of Service Improvement Plans
• Identify & Manage implementation of continuous improvement opportunity
• Own and manage Customer Satisfaction measurement and overall improvement
• Maintain good customer relationships
• Ensure 100% up-time of systems integration
• Ensure proper monitoring of supplier/aggregator interface
• Proactively utilize available manual & automatic tools

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others
• 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 organisational and team needs

Leadership

• Be an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders
• Coach, counsel and train digital team, operational managers and staff to apply, support, sustain and develop a continuous improvement culture
• Role model behaviour and motivate team members in line with the Blue Label Telecoms values and ethos.
• Guidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business.
• Translates strategy into goals for performance and growth helping to implement organisation-wide goal setting, performance management, and annual operating planning
• Identify the capabilities needed to meet the current and emerging business needs of the organisation. Evaluate current capabilities, identify gaps, and prioritize development activities

Competencies

• Customer Focus
• Instills Trust
• Cultivates Innovation
• Collaborates
• Situational Adaptability
• Develops Talent
• Business Insight
• Manages Complexity
• Financial Acumen
• Builds Effective Teams

Education

• Matric
• Relevant tertiary qualification

Experience

• Minimum 5 years' experience in a similar role

Job Title: Remote Service Delivery Manager

Location:
Fully Remote (Must align with North America or APJ business hours; candidates from South America are encouraged to apply)
Employment Type:
Full-time / Contract
Reports To:
Program Director

Job Overview
We are seeking two
Service Delivery Managers (SDMs)
to provide ongoing customer support and relationship management for our global device lifecycle programs. These programs help enterprise customers manage critical events like employee onboarding and offboarding. The ideal candidate will have strong experience in IT services and customer relationship management.

As an SDM, you will act as the customer's advocate in your region, fielding support questions, resolving issues, and coordinating with internal teams to ensure a seamless service delivery.

Key Responsibilities

• Customer Advocacy: Serve as the primary customer-facing representative for your region, building trusted relationships and ensuring ongoing satisfaction.
• Issue Resolution: Field customer inquiries, troubleshoot issues, and coordinate with fulfillment hubs, asset management, and internal teams for timely resolution.
• Service Monitoring: Monitor and track the progress of workflows (joiner, leaver, refresh, advanced exchange) to ensure requests are fulfilled correctly and on time.
• Performance Metrics: Track SLAs/KPIs and identify any service gaps that need to be addressed.
• Process Improvement: Serve as the bridge between customers and our internal teams, providing valuable insights and feedback to enhance workflows and service quality.

Required Qualifications

• Experience: At least 3 years of experience as a Service Delivery Manager, Customer Success Manager, or a similar client-facing role in IT services or enterprise technology.
• Language Skills: Well-spoken and well-written English is required. Spanish-speaking proficiency is a strong plus.
• Technical Acumen: Strong background in customer relationship management and issue resolution, with a familiarity with ServiceNow or other IT service management platforms.
• Collaboration: Proven ability to coordinate across distributed teams and global stakeholders.
• Problem-Solving: Excellent communication and problem-solving skills with a proactive approach to issue management.

What We Offer

• Impact: A fully remote role with regional ownership and visibility in a global program.
• Environment: A collaborative, customer-centric work environment.

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Are you passionate about delivering exceptional service and revolutionizing the world of technology? We have an incredible opportunity for a talented individual to join our dynamic team as a Service Delivery Manager in South Africa. In this customer-centric role, you will play a pivotal role in ensuring our clients receive top-tier service across multiple locations, all within a robust contractual framework.

You will inspire and guide our team of experts to deliver high-quality and reliable information technology services. Working closely with the latest systems, software products, and network devices; you will lead the local delivery of End User Deskside Services and Network Support, aligning our solutions with evolving business needs and driving operational excellence.

You will be an integrated part of our global delivery structure, fostering strong relationships with our clients and you will create an environment that promotes innovation, collaboration, and customer success. Your leadership will empower field engineers, technicians, system administrators, and subject matter experts to deliver, manage, and maintain IT services effectively.

When it comes to troubleshooting incidents, problems, changes, and escalations, you will be at the forefront, providing swift support to fix any issues that may arise in malfunctioning services, operations, software, or equipment. Your expertise will be crucial in ensuring that our systems run smoothly, offering our clients a seamless experience.

Responsibilities:

• Lead the local delivery team of South Africa for End User Deskside Services (90%) and Network Services (10%) , managing ~45 resources
• Track, monitor, and deliver on KPIs, SLAs, and contractual commitments in coordination with the Kyndryl Central Governance Team
• Provide leadership to ensure governance best practices and stakeholder alignment
• Govern daily operations focusing on aging and pending tickets for both EUS and network
• Serve as the primary escalation point for critical issues, ensuring prompt resolution and effective stakeholder communication
• Maintain audit trails and documentation to ensure compliance with regulatory and contractual standards
• Ensure consistent delivery aligned with agreed service levels
• Drive talent engagement, upskilling, and retention to reduce attrition risk
• Proactively identify and implement process improvement opportunities to enhance operational efficiency
• Ensure 24x7 availability during critical business periods for escalations and urgent requests
• Oversee creation, validation, and publication of operational dashboards and reports (daily, weekly, monthly)
• Provide data-driven insights and recommendations for informed business and service decisions
• Collaborate with Kyndryl SA partner/vendor to manage resource availability, performance, retention , and backfilling
• Identify and drive new opportunities, transformations, and improvements within the project

If you are ready to make an impact, drive client success, and be at the forefront of technological advancements, this is the role for you. Join our team and be part of an exhilarating journey as we reshape the IT services landscape with creativity, passion, and excellence.

Your Future at Kyndryl

Kyndryl has a global footprint, which means that as a Service Delivery Manager at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential – offering a wide range of professional and personal growth opportunities that you won't find anywhere else.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you're open and borderless – naturally inclusive in how you work with others.

Required Skills and Experience

• 6+ years of experience in deskside support across applications, hardware, servers, networks, and infrastructure
• Proven technical leadership and delivery management capabilities
• Experience managing large teams and complex service environments
• Strong understanding of KPIs, SLAs, and contractual governance
• Ability to collaborate with global delivery teams and external partners
• Excellent communication and stakeholder engagement skills
• Commitment to compliance, documentation, and audit readiness
• Proactive mindset with a focus on continuous improvement and innovation

Preferred Skills and Experience

• Bachelor's degree
  Six Sigma, PMP, and/or ITIL certifications

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.

Service Delivery Agent

Duties will include but are not limited to:

• Configuring & Implementing Hosted PBX systems and/or implementing ethernet orders
• Placement & Monitoring of orders via internal systems
• Management of Multi-Product Orders
• Router & Firewall configurations
• Handing over completed projects.
• Building connectivity solutions
• Building customer relations
• Reporting and Escalating issues to a Direct Line Manager

This will need to be someone that has held a desk-based Job before and preferably has some experience in the Telecommunications field.

Own Vehicle Essential

Living in or around Alberton but not limited to.

Service Delivery Agent

Duties will include but are not limited to:

• Configuring & Implementing Hosted PBX systems and/or implementing ethernet orders
• Placement & Monitoring of orders via internal systems
• Management of Multi-Product Orders
• Router & Firewall configurations
• Handing over completed projects.
• Building connectivity solutions
• Building customer relations
• Reporting and Escalating issues to a Direct Line Manager

This will need to be someone that has held a desk-based Job before and preferably has some experience in the Telecommunications field.

Service Delivery Lead

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.

Key Responsibilities

Leadership & Team Development

• 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.

Customer Service Strategy & Scaling

• 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.

External Relationships & Partner Management

• 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.

Customer Insights & Advocacy

• 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.

Operations & Excellence

• 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.

Innovation & Automation

• 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.

Cross-Functional Collaboration

• 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.

What Success Looks Like

• 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.

Skills & Experience

• 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.

Why Join Us?

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.