IT Service Delivery Manager

Midrand, South Africa


The Service Delivery Manager’s role is responsible for driving and supporting the Jurumani Technology teams to plan and execute the Build, Release and Test of all features, enhancements and defects on the MSPI application.

The environment encourages Agile, Scrum and DevOps modes of operation, particularly for software we build and manage ourselves, if this is the type of environment you thrive in then Jurumani Solutions is the place for you!

Role responsibility and key focus areas:

  • Leading a team of geographically dispersed resources to deliver technology projects on time and within budget for the domain and geography for which they have responsibility
  • Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line or CBS function and geographic responsibilities
  • Work with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function
  • Ensure that the right type and number of resources that are required to fulfill the planned projects are available and in place through cooperation with Resource Planners
  • Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
  • Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources
  • Responsible for reporting and optimizing support and operational processes
  • Expected to contribute to the wider goals of IT Services
  • Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the SDL
  • Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritisation
  • Holding the teams to the highest standards, project discipline and accountability
  • Continuously improving and aligning the technical delivery model and strategy, implementing and managing delivery with the associated teams.
  • Initiate, build and sustain productive relationships
  • Serve as an escalation point for customer concerns if/when they arise
  • Identify appropriate resolution to achieve client satisfaction in a timely manner
  • Help develop account strategy and plan that best leverages firm resources and strategies to meet customer expectations
  • Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time and budget
  • Enforce standard methodologies, processes and tools
  • Provide leadership and direction to project team members
  • Evaluate and identify potential redundant applications, infrastructure, processes and tools

Experience and skill requirements:

  • 5+ years of business development, project delivery and client relationship management in a technology environment
  • 5+ years managing a team
  • Good business acumen and ability to negotiate with business partners
  • Strong customer orientation and able to manage customer expectations
  • Good executive presence
  • Ability to develop strategic plans and translate them to actionable roadmaps
  • Good people leadership skills
  • Initiates, builds and maintains productive customer relationships
  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
  • Comfortable working in a matrixed organisation with excellent communication and networking skills – able to effectively manage and influence senior leaders as well as a broad range of stakeholder
  • Ability to manage risk, and encourage strategic risk management based delivery in others to manage expectations and communicate effectively
  • Strong collaboration skills to build teams across business boundaries
  • Leadership skills to successfully lead large, diverse and virtual teams. Agile working experience necessary.
  • Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality
  • Building trust with senior stakeholders in times of pressure
  • Proven track record of delivering a collection projects and products for a portfolio size of RXXM

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