IT Service Delivery Manager

SUMMARY:
IT Services Delivery Manager

POSITION INFO:

IT Service Owner

Group Information Technology | Claremont & Paarl Office

Lona Group is seeking an experienced IT Service Owner to oversee the delivery of our shared technology services across the business. This role is ideal for a candidate who can introduce structure and discipline to a complex, multi-site operation, foster strong working relationships across the organisation, and lead a technical team effectively, without necessarily being the most technically specialised member of that team.

The IT Service Owner is responsible for the end-to-end delivery, performance, governance, and continuous improvement of technology services provided across the Group. Key duties include maintaining the service catalogue, ensuring agreed service levels are consistently met, and equipping the technical team to perform their roles efficiently. This position serves as the primary point of contact between business stakeholders and the technology function, with significant focus on managing these relationships.

This is not a hands-on technical role. The emphasis is on service ownership, stakeholder management, and team leadership, while Technical Subject Matter Experts (SMEs) handle architecture, technical standards, and technical problem resolution.

• Own the Group’s technology service catalogue and drive continuous improvement in service delivery.
• Ensure all agreed services are delivered within defined Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), taking corrective action where necessary.
• Establish and monitor service performance metrics, including SLA compliance, availability, and quality, reporting regularly to executive stakeholders.
• Lead service reviews with stakeholders and proactively address recurring service issues to prevent escalation.

• Act as the primary service relationship contact for all supported business units, maintaining strong working partnerships with business leaders.
• Manage expectations regarding service delivery, priorities, and capacity, resolving competing business demands where appropriate.
• Escalate strategic risks and opportunities to executive leadership as required.

• Lead and develop a technical team, including workload allocation and resource planning.
• Set individual development plans and promote cross-skilling, knowledge sharing, and a culture of accountability and continuous learning.

• Own operational governance processes, manage service-related risks and dependencies, and ensure compliance with company policies and standards.
• Support budgeting and technology planning activities, monitoring supplier and vendor performance.
• Drive efficiency, automation, and service maturity initiatives, supporting the adoption of best-practise service management frameworks.

The IT Service Owner remains accountable for service performance, delivery, SLA achievement, team leadership, stakeholder satisfaction, and operational governance. Technical SMEs retain responsibility for technical standards, architectural decisions, technical escalations, solution design, and mentoring.

• Minimum of 7 years’ experience in IT operations, service management, or technology support environments.
• At least 3 years’ experience leading technical teams.
• Proven experience managing technology services across multiple stakeholders or business units.
• Demonstrable experience with service delivery and operational performance management.
• Experience managing third-party vendors and service providers.
• Proven ability to engage at executive level, with the confidence and credibility to constructively challenge senior executives.

• Experience supporting complex, multi-disciplinary technology environments.
• Experience within a group, holding company, or shared services environment.
• Experience leading service transformation or capability-building initiatives.

• Bachelor’s Degree, Diploma, or equivalent qualification in Information Technology, Computer Science, Business Information Systems, or a related field.

• ITIL Foundation or higher.
• Project Management qualification (PMP, PRINCE2, or equivalent).
• Agile, Lean, or Continuous Improvement certification.
• Service Management certification.

• Leadership: team leadership, coaching and mentoring, sound decision-making, and accountability.
• Service Management: service ownership, governance, demand management, and performance management.
• Business Engagement: stakeholder management, influencing skills, negotiation, and conflict resolution.
• Operational Excellence: process improvement, risk management, problem solving, and analytical thinking.
• Personal Attributes: customer-focused, collaborative, adaptable, results-oriented, and professional.