334 Service Delivery jobs in South Africa

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.

Netsurits mission is to Support the dreams of the doers. For Netsurit this means helping employees achieve their personal dreams and ambitions while they free up our customers to meet their broader business goals by taking the burden of day-to-day IT operations off their shoulders. Whats your dream Join the Netsurit Team and enjoy a culture where each employee is encouraged to dream and work on their dreams!

Job Summary

The Service Delivery Manager is responsible for ensuring high-quality service delivery to clients aligning IT services with business needs and optimizing operational efficiency. The SDM will oversee the technical support teams manage client relationships and ensure compliance with SLAs (Service Level Agreements).

Key Responsibilities

Client Relationship Management

• Act as the primary point of contact for clients regarding service delivery.
• Ensure client satisfaction through regular communication and service reviews.
• Identify opportunities for service improvements and additional offerings.

Service Operations & Delivery

Team Management & Development

Process Improvement & Reporting

Compliance & Risk Management

Required Skills & Qualifications

Education & Experience

Technical Skills

Soft Skills

Preferred Certifications

About Netsurit : We are #305 on Inc 5000 Americas Fastest-Growing Private Companies! We were also awarded the 2024 Winner for Global MSP501 in the Top 500 Managed Service Providers!

With headquarters in New York Netsurit is a global leader in IT solutions providing comprehensive managed services cybersecurity AI capabilities and strategic insights for organizations of all sizes.

For 27 years Netsurit has helped more than 600 businesses navigate the complexities of the modern workplace by ensuring critical applications and infrastructure are always on secure and resilient.

A Note to Third Parties : Principals only. Recruiters please dont contact this job poster. Please do NOT contact us with unsolicited services or offer

Key Skills

IT Experience,Data Center Experience,Problem Management,Network Management,Management Experience,Solaris,Customer Support,ServiceNow,IT Service Management,ITIL,Project Management,Operating Systems

Employment Type : Full Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 4000 - 5000

About the role

Herotel Business is inviting applications for our Service Delivery Manager position.

Employment Type : Permanent

The Service Delivery Manager will be responsible to lead and oversee the end-to-end delivery of telecommunications services across the country, ensuring optimal performance from third-party suppliers and vendors and the delivery of these services to the channel partners. This role is responsible for contract governance, SLA compliance, and driving continuous service improvement to meet business and customer expectations.

The Key Responsibilities of the role will include but not be limited to:

• Oversee all third-party service providers involved in delivery of connectivity, infrastructure, and managed services to direct customers and channel partners.
• Negotiate, implement, and manage contracts and service level agreements (SLAs).
• Conduct regular performance reviews and audits of vendors to ensure compliance and quality.
• Serve as the escalation point for vendor and channel-related service issues.

• Ensure consistent and high-quality service delivery across all clients, direct and channel.
• Monitor KPIs and SLAs to track performance and identify areas for improvement.
• Coordinate with internal teams to align service delivery with business goals.
• Lead service transition/Migration and onboarding of new vendors and channel partners

• Drive standardisation and automation of service processes and initiatives with vendors and channel partners.
• Drive ITIL-based practices for incident, problem, and change management.
• Customer Experience & Relationship Management.
• Ensure customer satisfaction through proactive communication and issue resolution with third parties and channel partners.
• Lead service review meetings and present performance dashboards.

• Maintain a central repository of all vendor contracts and SLA documentation.
• Ensure contractual obligations are met and penalties or incentives are applied appropriately with third parties and channel partners.
• Collaborate with Exco, legal and procurement teams during contract negotiations and renewals.
• Lead a national team of service delivery professionals.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Provide coaching, mentoring, and performance management.

SLA Compliance Reports

• Monthly and quarterly reports showing vendor performance against SLAs

Contract Repository

• Up-to-date documentation of all third-party contracts and amendments

Service Improvement Plans

• Actionable plans to address service gaps and enhance delivery
• Performance evaluations and strategic recommendations

Customer Feedback Reports

• Insights from client interactions and satisfaction surveys

Team Development Plans

• Training and succession plans for service delivery staff

Experience and competencies:

• Minimum 3 years’ experience in service delivery or vendor management in the telecoms industry.
• Strong understanding of SLA frameworks
• Excellent negotiation, communication, and stakeholder management skills.
• Critical thinking
• Strong detail-oriented approach to task execution.

• Grade 12 is required.
• Bachelor’s degree in Telecommunications, IT, Business Management or related field
• ITIL certification preferred
• A formal qualification in Project Management would be advantageous.

If you fit above criteria and would like to join our team, please submit your CV with contactable references.

PLEASE NOTE:

• Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel’s Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
• Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Job Description

Stakeholder Engagement and Communication:

• Champion transparent communication strategies to maintain awareness and buy-in across all levels of the Bank;
• Manage dependencies, risks, and issues across identified programmes to ensure strategic alignment, operational integrity and Test Environment Availability.
• Manage relationships with all support functions and business;
• Prepare and communicate leadership updates, provide status reports, pro-actively escalate issues as needed.

Change Management:

• Establish the correct structures to control the ongoing operational services, through the establishment of change controls and a Change Advisory Board within the test environments.
• Engage with senior executives and key stakeholders to ensure alignment and clarity on change initiatives and timings.
• Run the Test Environment Change Advisory Board and be able to make high-impact decisions
• Make informed decisions with the best interests of strategic programmes at the core.

Environmental Defect Resolution:

• Serve as the primary point of contact for Test Environment escalations.
• Manage and assist in resolution of environmental test defect escalations in a timely manner.
• Facilitate identification of root cause categories and identification of preventative initiatives.

Monitoring:

• Establish and mature the Test Environment Availability & Monitoring capabilities
• Implement measures to promote innovation within the Test Environment Portal.

Reporting & Communication:

• Conduct data preparation & analysis for the creation of Adhoc, weekly & monthly reporting.
• Implement continuous automation of reporting.
• Aid in the preparation of conceptual documentation for strategic initiatives.

• Minimum 2 - 5 years business change experience or experience leading a team through a period of rapid change
• Minimum 2 – 5 years experience within an IT Service Delivery Management role, with experience across multiple services and business units.
• Demonstrable track record of successful delivery of one or more business change projects (not necessarily in the finance sector)
• Relevant Formal (3-year) IT Degree or Post-grad qualification
• Relevant Cloud-Computing Certifications. (E.g. AWS Certified Practitioner.)

TECHNICAL SKILLS/COMPETENCIES

• Innovative problem solving – Strong analytical and problem-solving skills with the ability to challenge the status quo, negotiate and drive beneficial change.
• Experience of employing change management best practices and disciplines
• Agile ways of working – experience in working with cross-functional teams using Agile frameworks (e.g., Scrum), managing product backlogs, facilitating sprint planning, and ensuring timely delivery of digital solutions in a highly regulated environment.
• Digital skills - such as using project management software (e.g., Q-Metry, Jira), reporting dashboards (e.g., Power BI), and digital communication platforms (e.g., MS Teams).
• Planning – strong skill in producing, monitoring and delivering on project plans.
• Exposure to governance, control and risk management
• Proven ability to effectively work across cross cultural teams at all levels
• Ability to negotiate/influence at senior level

Competencies:

• Commercial / Entrepreneurial
• Results driven
• Relationship /Partnership approach
• Technical skills/knowledge
• Planning and Organising
• Team building/player
• Leadership
• Ability to work independently

Beneficial Skills

• Proven Change & Project Management skills and Certification, including agile ways of work.

Demonstrated experience in Systems analysis & design.

Education

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised

Join to apply for the Service Delivery Manager role at Bluecube Technology Solutions - An Ekco Company .

• Be responsible for the delivery of the managed service – SLA’s (KPI’s), and for driving service improvement initiatives that reduce costs and improve service delivery to the customer.


• Accountable for the overall service & contractual KPI deliverables of assigned accounts.


• Work with the aligned commercial account Manager and sales support to recognise new opportunities.


• Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.


• Ensure ITIL framework is followed


• Responsible for ensuring CSATs are completed monthly.


• Work alongside projects team to ensure new services are introduced effectively with AIS, focusing on appropriate monitoring, metrics and support in place.


• Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.


• Ensure that all required documentation is updated as required and stored in the correct location.


• Responsible for management of continual improvement plans across aligned accounts.


• Responsible for ensuring service reporting is completed and presented to the customer according to contractual agreements.


• Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met.


• Working effectively across more than one supply channels (eg internal, client, 3rd party suppliers and partners).

• Proven experience in a service delivery or similar managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience, demonstrating proficiency in overseeing service delivery processes and optimizing client outcomes


• In-depth understanding of the IT Channel, including knowledge of the Reseller & End User relationship dynamics.


• Excellent verbal and written communication skills, with the ability to effectively engage with clients, team members, and stakeholders across all organizational levels.


• A customer-centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction. The candidate should demonstrate the ability to anticipate and address customer needs and concerns proactively.


• A successful track record in a Customer Service environment, showcasing the ability to manage customer accounts and meet service level agreements effectively.


• Strong understanding of account management principles, including the ability to develop and maintain productive client relationships while driving business growth and retention.


• ITIL Certification


• Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements.


• Be able to perform contractual analysis, management and change according to ITIL.


• Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided.


• Excellent delegation skills, negotiation skills and strong people management skills.

• Time off - 25 days leave + public holidays


• x1 day Birthday leave per year


• Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice


• Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice


• EkcOlympics - a global activity for fun!


• Learning & development - Unlimited access to Pluralsight learning platform


• A lot of responsibilities & opportunities to grow (also internationally)

• Microsoft’s 2023 Rising Star Security Partner of the year


• VMware & Veeam top partner status


• Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards


• Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging


• We recognise the value of internal mobility and encourage opportunities for internal development & progression


• Flexible working with a family friendly focus are at the core of our company values

• Seniority level: Mid-Senior level


• Employment type: Full-time


• Job function: Project Management and Information Technology


• Industries: IT Services and IT Consulting

Location: Cape Town - South Africa. Hybrid work arrangement.

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

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.