Manager: Service Delivery - 4-month contract

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Date: 9 Feb 2026

Location: Centurion, Gauteng, ZA

Company: BCXP

Business unit, Department, Reporting

Business Unit Operate
Department MS Cloud
Job grade/level M5

 

Core Description

To manage and control the resources required to deliver the contracted services to internal clients, by being fully aware of the status of all services provided to the client. Initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting/reporting and service status changes.

Key Deliverables / Primary Functions

  • Manage DBA resources in executing and achieving business strategy and associated metrics.
  • Improve DBA productivity and smooth day-to-day operations.
  • Act as an intermediary between database management services and clients on all billing queries, expediting where necessary
  • Effective Management and trending of all incidents logged
  • Identify opportunities for Service improvements
  • Ensure that SLA’s are clearly understood and communicated to all relevant stakeholders
  • Perform monthly forecasting of cost of sales, operational expenditure, and financial projections. Assist in the creation and management of a budget for the area of responsibility. Always prepare financial reports based on prescribed format
  • Assess, manage and monitor financial risks, and identify new opportunities to obtain and save funds
  • Maintain solution delivery relationships from inception to completion of a service
  • Monitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients’ queries and complaints ensuring that corrective action is taken
  • Encourage clients to take part in the continuous improvement of the products and services supplied
  • Develop and negotiate SLA’s with the client communities based on the required service to be provided and ensure that the third-party suppliers are managed by the respective divisions 
  • Provide proactive and reactive incident management and monitor the timeous response to call requests and incidents logged through to resolution
  • Conduct quality audits to assess the ongoing success and effectiveness of the service delivery process
  • Monitor and manage client, service providers, partners, vendors and other stakeholder expectations.

Core Functional Skills & Capabilities

Relationship Management
Service Level Agreement (SLA) Management
Risk Management
Service Delivery Management
Stakeholder Communication

Core Behavioural Competencies

Job Match
Relating and Networking
Presenting and Communicating information
Working with people
Delivering Results & Meeting customer expectations
Deciding & Initiating Action

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce or relevant certification
OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

5 years of experience in IT Service Delivery.  

Or

If the highest qualification is grade 12, 7 years of experience in IT Service Delivery.  

Certifications

Certification in ITIL Service Management and Service Delivery modules
ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control Direct 7
Level of Engagement

Interact with similar level, ME, Chiefs and others outside of business.

 

Special Requirements / Employment Condition

Workplace / Physical Requirements

Hybrid Remote Worker
Non-Billable