Service Delivery Manager
Confirmed on the employer's own hiring board on Nov 9, 2026. First seen by Alion on Nov 5, 2026.
Introduction
Business Unit: Altron Digital Business
Location: Woodlands - Gauteng
Appointment Type: Permanenent
Practice: Service Delivery
We are looking for a Service Delivery Manager to manage the end to end customer service lifecycle, ensuring the consistent, high quality and commercially sustainable delivery of services across complex and demanding customer environments within ADB. The Service Delivery Manager acts as the primary point of accountability, building trusted stakeholder relationships while providing strong governance and service assurance across ADB, operational teams and third party providers. The role is responsible for driving SLA and KPI performance, customer satisfaction, risk management, service improvement, innovation and automation, while ensuring alignment to contractual obligations, customer requirements and ADB’s commercial objectives.
Note:The Required Tasks and Candidate Requirements below are abbreviated and include, but are not limited to, the following:
Required Tasks
End-to-End Service Delivery: Take accountability for the operational performance, stability, governance and quality of services delivered across assigned customer environments, ensuring alignment to contractual commitments, SLAs and business outcomes.
Stakeholder & Customer Leadership: Act as the primary service delivery interface between ADB and the customer, building trusted relationships with senior internal and external stakeholders and confidently managing complex or demanding stakeholder environments.
Service Assurance & Issue Resolution: Proactively identify service risks, performance gaps and technical or non-technical issues, driving cross-functional teams and third parties to achieve timely resolution and prevent recurrence.
Cross Functional Leadership: Provide strong leadership and direction across operational teams, technology towers, vendors and partners, ensuring clear accountability and alignment to customer and ADB objectives.
Requirements
Matric / Grade 12.
Recognised ITIL Foundation certification or equivalent IT Service Management qualification.
Demonstrable knowledge of ITSM principles, governance, SLA management and enterprise IT service delivery.
Relevant Bachelor’s degree or National Diploma in Information Technology, Information Systems, Business Management, Service Management or a related discipline.
PRINCE2 Practitioner, PMP or Agile/Scrum certification.
ISO/IEC 20000 Service Management certification or formal training.
Relevant Microsoft Azure, AWS or other cloud/service management certification advantageous
General Comment/s
Onsite