Service Delivery Assistant Manager

A PURPOSE

The Service Delivery Assistant Manager is responsible for leading day-to-day service delivery operations across managed services and project support engagements within the Digital Services & Innovation (DSI) department. This role serves as the primary escalation point for client service issues, ensuring contractual SLAs are met, operational risks are managed, and client satisfaction is consistently maintained at a high level.

The incumbent works closely with delivery teams, solution owners, and internal stakeholders to stabilise operations, drive continuous improvement, and support the scaling of DSI's managed and recurring service offerings.

B KEY RESPONSIBILITIES

1. Service Delivery & Operations

. Lead and oversee day-to-day service delivery operations across managed services, support contracts, and post-project operational handover.

. Ensure delivery performance aligns with agreed SLAs, KPIs, OLAs, and contractual obligations.

. Coordinate delivery activities across internal teams (engineering, support, project teams, vendors) to ensure seamless execution.

. Proactively identify service risks, resource constraints, and delivery bottlenecks, and implement mitigation actions.

2. Client Escalation Management

. Act as the primary escalation point for client delivery, service quality, and operational issues.

. Manage high-impact incidents, service breaches, and critical escalations with clear communication and structured resolution plans.

. Conduct root-cause analysis (RCA) for recurring or major service issues and drive corrective and preventive actions.

. Maintain executive-level communication with clients during escalations where required.

3. People Service Governance & Performance Management

. Track, analyse, and report service performance metrics to the Senior Manager, Client Delivery & Support.

. Lead service review meetings (monthly/quarterly) with clients, including SLA reporting, incident trends, and improvement initiatives.

. Ensure service documentation, runbooks, escalation matrices, and support processes are maintained and up to date.

. Support audits, compliance checks, and governance requirements relevant to service delivery.

4. Stakeholder & Cross-Functional Collaboration

. Work closely with Project Managers to ensure smooth transition from project delivery to steady-state operations.

. Collaborate with Product, Solutions, and Platform teams to align service capabilities with evolving offerings.

. Partner with Finance and Commercial teams on service costing, effort tracking, and contract compliance.

. Support pre-sales and bid activities by providing delivery input, risk assessments, and operational

5. Continuous Improvement & Service Maturity

. Drive continuous service improvement initiatives to enhance efficiency, stability, and customer experience.

. Support standardisation of service delivery frameworks, tools, and reporting across DSI.

. Contribute to the development and scaling of managed service operating models as DSI grows.

. Mentor junior service delivery or operations staff and promote a strong service culture.

C REQUIREMENTS

Qualifications

Certificate, Diploma or bachelor's degree in information technology, Engineering, Computer Science, or related fields.

Experience

. Minimum 5 years of experience in IT service delivery, managed services, or operations management.

. Proven experience handling client escalations and managing SLA-driven environments.

. Strong understanding of IT service management concepts (incident, problem, change, and service level management).

. Experience working in system integrator (SI), managed services provider (MSP), or enterprise IT environments.

Skills & Competencies

. ITIL Foundation or higher certification.

. Experience supporting cloud, infrastructure, workplace, or enterprise application services.

. Familiarity with service management tools (e.g., ticketing, monitoring, SLA reporting platforms).

. Strong analytical, communication, and stakeholder management skills.

. Ability to operate calmly and decisively under pressure.

. Strong sense of ownership and accountability for service outcomes.

. Client-centric mindset with a focus on long-term relationship management.

. Structured problem-solver with attention to detail.

. Confident communicator across technical and non-technical audiences.

. Collaborative leader who can influence without direct authority.