Snr IT Service Delivery Lead
Infrastructure
Cape Town – Western Cape – South Africa
Looking for a hands-on IT Service Delivery Lead with deep experience in BPO and contact centre tech. This isn’t a people management role – but it is strategic, hands-on, and client-facing. You’ll be the key player keeping service levels tight, ensuring compliance, and driving tech-enabled delivery improvements across global accounts.
Think cloud (AWS).
Think platforms (Genesys).
Think ownership – not people management.
You’ll work closely with global clients, drive service reviews, lead incident management, and make sure tech runs like clockwork across complex environments.
It’s senior. It’s strategic. But it’s all delivery.
Type: Permanent
Location: Cape Town (onsite)
Salary: Up to R1.5m pa CTC
Working hours: 14h00 – 23h00
What you’ll be doing:
- Act as the single point of contact for client portfolios — owning IT service delivery end to end
- Lead service delivery reviews (MBR/QBR) and actively participate in new business and growth calls
- Understand client requirements and translate them into tech solutions (cloud, contact centre platforms, etc.)
- Drive service improvement plans, cost control measures, and process excellence
- Ensure compliance and information security is on point (especially around call centre data)
- Manage and maintain a central log of incidents, downtimes, and major outages
- Collaborate with internal teams to make sure delivery stays sharp, scalable, and secure
You’ll thrive if you bring:
- 8+ years of experience in IT service delivery within BPO or contact centre environments
- Strong technical background across cloud (AWS, Azure, GCP), networks (A+/N+), and infrastructure
- Hands-on experience with call centre platforms like Avaya, Genesys, Cisco, or Five9
- Understanding of ITIL/ITSM frameworks (certified? Even better.)
- Comfort navigating complex client conversations and audits
- Knowledge of project management tools and techniques (PMP is a plus)
Also handy:
- Ability to work independently without direct reports
- Comfort in a 24×7 environment (even though this role runs 2 PM–11 PM)
- A consultative mindset — always looking for what can be improved
- Strong documentation skills using MS Project, Visio, etc.
Why this role?
This is a high-impact opportunity where you’ll help major clients transform the way they deliver and manage IT operations, especially in cloud-based contact centre environments.
No micromanaging. No fluff. Just a well-scoped role for someone who wants to make a real difference through tech.
Let’s chat.
If this sounds like a fit, drop a comment, share with your network, or message me directly. Always happy to connect with top talent from the BPO world.