Delivery Manager

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

Vitality Group, a subsidiary of Discovery Limited is responsible for the expansion of the Vitality Shared-Value Insurance business model beyond South Africa and the UK, serving to fully leverage the assets and intellectual property of Discovery beyond its primary markets. The business forms equity or contractual partnerships with leading global insurers to integrate Vitality and shared value with partner’s insurance and financial services products in the markets where they operate.

Vitality Group also operates a business providing wellness solutions to employer groups in the United States. Vitality Health International, a business unit within Vitality Group coordinates and focuses on resource allocation to Discovery’s emerging, global health insurance initiatives. Vitality Group is also responsible for Discovery’s 25 percent equity investment in Ping An Health, the largest comprehensive medical insurer in China.

To date, Vitality Group’s businesses jointly reach more than 27 million unique lives across 39 markets (Argentina, Austria, Australia, Brazil, Canada, Czech Republic, China, Democratic Republic of Congo, Ecuador, France, Germany, Ghana, Hong Kong, Indonesia, Italy, Japan, Kenya, Macao, Malaysia, Mexico, Mozambique, Netherlands, New Zealand, Nigeria, Pakistan, Philippines, Poland, Portugal, Saudi Arabia, Singapore, South Korea, Spain, Sri Lanka, Thailand, the United States, Vietnam and Zambia) as well as our primary markets in South Africa and the United Kingdom.

The IT Service Delivery Manager is responsible for leading the design, implementation, governance, and delivery of IT Service and Operations Management functions for Global AI Platforms leveraged by multiple business units worldwide. This role ensures optimal system availability, performance, and reliability through proactive monitoring, maintenance, and continuous improvement, while fostering a customer-centric approach to service delivery.

• Service Oversight

  Manage the end-to-end delivery of IT services to clients worldwide, ensuring performance and adherence to agreed-upon SLAs and KPIs.

  Drive cross-team collaboration and build collaborative relationships to encourage operational efficiency, innovation and continuous improvement from suppliers' operational services.

  Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, policies, and technologies associated with the process.

  Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

• Client Relationship Management

  Serve as the primary point of contact for clients, fostering strong relationships and communicating service performance and needs.

  Engage with clients with respect to their problems/issues, development and support requirements to ensure a high quality and efficient customer experience.

• Team Leadership

  Lead and mentor global teams, including service desk analysts, technical specialists, and operations staff, to achieve performance goals and professional development.

• Service Improvement

  Develop and implement service improvement plans based on performance data, client feedback, and industry best practices to enhance efficiency and quality.

• Strategic Planning

  Contribute to strategic planning and execution of international IT projects to align services with organizational objectives.

• Budget and Resource Management

  Manage service budgets and allocate resources effectively to optimize costs and maintain service standards.

• Incident and…