Manager - Technology

Cape Town, Western Cape
Permanent
Full-time

8 days ago

An established and innovative global services company is seeking a Manager – Technology to oversee IT service delivery for key enterprise accounts. The role offers the opportunity to work at the forefront of IT service management, driving operational excellence, ensuring compliance, and fostering strong stakeholder relationships. This position also contributes to business growth by identifying and implementing service improvement initiatives across complex enterprise environments.Key Responsibilities:

End-to-end ownership of IT service delivery for major client accounts
Lead service delivery reviews, including SLA adherence, ongoing projects, and operational effectiveness
Participate in business reviews and growth discussions with internal stakeholders
Identify, implement, and monitor service improvement initiatives to enhance productivity and control operational costs
Drive compliance and information security within service delivery, collaborating with audit teams as needed
Act as the liaison between enterprise stakeholders and internal teams, ensuring clarity of expectations and delivery requirements
Capture and maintain records of major incidents, downtimes, and service issues to inform future operations

Skills and Competencies:

Strong understanding of networking, systems, voice, and business applications
Industry-recognized certifications such as ITIL, ITSM, or PMP are advantageous
Familiarity with project management methodologies
Ability to communicate effectively at all organisational levels
Knowledge of enterprise business processes and IT service delivery
Proficiency in MS Office, MS Project, and Visio
Excellent presentation, interpersonal, and problem-solving skills in cross-functional environments
Strong customer service orientation and ability to work with global teams
Effective listening and consultative skills to understand and translate requirements into action

Qualifications:

Bachelor’s degree, preferably B.E. / B.Tech or equivalent
Industry-recognised certifications such as ITIL, ITSM, or PMP are advantageous
Minimum 8–12 years’ experience managing IT service delivery for large call centres
Willingness to work in a 24 x 7 operational environment

EQPlus Technologies

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