IT Service Delivery Manager

Overview

Position: IT Service Delivery Manager - BFSI (multi country delivery)

Location: Cape Town. South Africa

Job Type: Permanent

Role Overview

The IT Service Delivery Manager (IT SDM) is accountable for end-to-end IT Service Delivery for a large, regulated Banking, Financial Services, and Insurance (BFSI) client, with services delivered by Teleperformance across multiple countries and regions. The role acts as the single point of accountability for service performance, operational resilience, major incident management, and continuous service improvement across all in-scope geographies.

Qualifications

Skills and Experience

• Demonstrated track record in IT Service Delivery or IT Project Management.
• Strong expertise in contact centre technologies, networking, security, and cloud platforms.
• Minimum of 3-5 years in an IT Service Delivery Manager role.
• Matric or equivalent qualification (essential)

Technical skills

• ServiceNow: Proficient in leveraging ServiceNow for incident management, and service delivery optimization.
• ITIL Knowledge: Strong understanding of ITIL frameworks and best practices
• Technical Knowledge: Strong expertise in contact centre technologies, networking, security, and cloud platforms.

Employment Benefits

• Medical Aid
• Provident Fund
• Paid Study Leave
• Bursary Programme
• Employee Assistance Programme
• Instant Rewards & Recognition Platform
• Financial Well-being Support
• Onsite Clinic Facilities
• Free Transport provided from 6pm

Responsibilities

Key Responsibilities

• Own the global IT service delivery relationship for the assigned BTFSI client across all Teleperformance delivery locations.
• Act as the primary IT escalation and governance interface between the client and Teleperformance.
• Lead and govern Major Incident Management (MIM) activities across regions.
• Ensure consistent SLA, FCR, and service performance across all countries.
• Drive operational resilience planning, testing, and regulatory compliance.
• Oversee transition of new client Lines of Business (LOBs) into BAU.
• Identify and implement continuous improvement initiatives across the global delivery footprint.

Compliance & Governance

• This role requires adherence to Teleperformance and client security, regulatory, and compliance standards. Background checks and regulatory screening are mandatory.