Assistant Vice President - Service Delivery

Assistant Vice President (Service Delivery) Cape Town, South Africa (Relocation Available) Competitive Salary Package Full-Time, On-Site

About the Client

A global leader in the BPO sector, delivering innovative IT service management and operational solutions that support business growth and create value for clients. Known for their expertise in digital transformation and service excellence, the company builds strong client relationships while managing complex IT infrastructures to ensure seamless service delivery.

Why Join Them?

• Strategic Impact: Lead service delivery for high-profile clients and drive operational success;
• Global Exposure: Work in a 24/7 environment with international clients;
• Relocation Available: Open to candidates outside Cape Town, with relocation arrangements negotiable.

About the Role

The Assistant Vice President (Service Delivery) will take full ownership of managing service delivery operations across multiple client accounts. This leadership role requires strong client engagement skills, collaboration across departments, and the ability to manage various vendors and stakeholders effectively. You will be responsible for driving service excellence, meeting SLA requirements, and ensuring alignment between business and IT operations.

Key Responsibilities

• Client Engagement: Build strong relationships with business clients, managing multiple accounts
• Service Delivery Management: Oversee service delivery across various vendors and departments to meet SLAs;
• Stakeholder Collaboration: Participate in stakeholder meetings and collaborate across teams to drive service delivery;
• Process Improvement: Identify service improvement opportunities to enhance productivity and control costs;
• Incident Management: Maintain a major incidents database and oversee resolution processes for future improvement;
• Compliance & Security: Ensure compliance with internal policies and external regulations, working closely with audit teams.

Key Requirements

• Graduate degree (B.E./B.Tech preferred) with certifications in ITIL, ITSM, or PMP;
• 8 to 12 years of experience in managing service delivery across multiple client accounts
• Strong client engagement skills, able to communicate at a business level beyond IT;
• Experience managing stakeholder meetings and collaborating across departments;
• Expertise in service delivery involving multiple vendors and departments;
• Willingness to work in a 24/7 support environment to meet global client needs;
• Open to relocating to Cape Town, with arrangements negotiable.

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