Overview
Service Delivery Manager Jobs in Johannesburg Metropolitan Area at HCLTech
Title: Service Delivery Manager
Company: HCLTech
Location: Johannesburg Metropolitan Area
Job Description – Onsite Service Delivery Manager (SDM)
Role Title
Onsite Service Delivery Manager (SDM)
Role Purpose
The Onsite Service Delivery Manager (SDM) is responsible for end-to-end operational service delivery at the customer location. The role ensures services are delivered in line with contractual commitments, SLAs, KPIs, and governance frameworks. The SDM acts as the primary onsite interface between the customer and the HCL delivery organization, driving service stability, operational excellence, and continual service improvement.
Key Responsibilities
Service Delivery & Operations
- Own day-to-day service delivery across all in-scope service towers.
- Ensure adherence to SLAs, OLAs, KPIs, and contractual obligations.
- Lead major incident management and handle operational escalations.
- Drive proactive incident, problem, and change management processes.
Customer & Stakeholder Management
- Act as the single point of contact for all onsite delivery matters.
- Manage service reviews, governance meetings, and customer escalations.
- Provide transparent reporting, dashboards, and service performance insights.
Governance & Compliance
- Ensure ITIL-aligned service delivery and audit readiness.
- Enforce security, compliance, and operational control measures.
Team & Delivery Management
- Lead and manage onsite delivery resources.
- Coordinate effectively with offshore and extended delivery teams.
- Manage capacity, onboarding, transitions, and knowledge transfer activities.
Continual Service Improvement (CSI)
- Identify, propose, and drive continual service improvement initiatives.
- Support automation, efficiency improvements, and process maturity.
Experience & Qualifications
- 10–15+ years of overall IT service delivery experience.
- Minimum 5+ years in Service Delivery or IT Operations Management roles.
- ITIL certification preferred.
Success Measures
- Achievement and sustained compliance with SLAs and KPIs.
- High levels of customer satisfaction and service stability.
- Reduction in recurring incidents, operational risks, and service disruptions.