Senior Service Delivery Manager – Network Infrastructure

SUMMARY:
Our client, a leading South African retailer is seeking a Senior Service Delivery Manager – Network Infrastructure to join their Information Systems team in Cape Town. This role is crucial in ensuring IT service levels are maintained and exceed performance objectives within the network infrastructure environment.

POSITION INFO:

Key Responsibilities:

• Manage service delivery for the network infrastructure environment, ensuring high availability and performance.
• Oversee vendor relationships and ensure SLA compliance with outsourced service providers.
• Facilitate weekly/monthly operational meetings with infrastructure partners to address issues and improvements.
• Handle incident escalations, ensuring swift resolutions and clear communication with stakeholders.
• Lead and contribute to service management processes in alignment with ITIL best practices.
• Provide strategic input to solution delivery teams to enable seamless handover of projects to support teams.
• Budget management for infrastructure services, ensuring cost-effective solutions.
• Participate in the duty manager roster, providing senior oversight for IT operations.
• Identify and implement process improvements to enhance service delivery.
• Oversee change control processes within the infrastructure environment.

Requirements:

• 7+ years in service delivery management, specifically within network infrastructure.
• 5+ years in a leadership role, managing teams and driving service improvements.
• 7+ years of experience in network support, including WAN, LAN, and SD-WAN environments.
• Strong vendor management skills, including contract negotiation and SLA oversight.
• Proven ability to work across technical and managerial layers to ensure seamless IT service operations.
• Solid understanding of business processes and IT service management principles.
• Experience in project handovers and establishing sustainable support processes.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to thrive in a high-pressure, dynamic environment.

Qualifications & Certifications:

• Degree or Postgraduate Diploma in IT, Computer Science, or a related field.
• ITIL Foundation (Intermediate preferred).
• CCNA (CCIE preferred).