Service Delivery Officer

Job in Johannesburg South, Gauteng, South Africa

Listing for: Datacentrix

Full Time position
Listed on 2026-03-14

Job specializations:

IT/Tech
IT Project Manager, IT Support, IT Consultant, IT Business Analyst

Location: Johannesburg South

Responsibilities

Serve as the primary point of contact for coordinating and managing the delivery of IT services to internal business units or external clients.

Ensure that IT services meet agreed-upon performance standards, including availability, incident resolution, service requests, and user satisfaction.

Monitor and drive adherence to ITIL-based processes such as incident, problem, change, and service request management.

Collaborate with cross-functional teams (infrastructure, support, applications) to deliver reliable and consistent services.

Continuously seek ways to improve service delivery, user experience, and operational efficiency.

Act as a liaison between the IT department and business stakeholders, ensuring alignment of services with business needs.

Monitor and report on SLAs, KPIs, and service performance metrics across all IT functions.

Coordinate and manage the resolution of incidents and service requests
, ensuring timely escalation and communication.

Facilitate Change Advisory Board (CAB) meetings and ensure compliance with change management processes.

Assist in problem management by participating in root cause analysis and driving preventive measures.

Maintain accurate documentation of services, processes, and service-level agreements.

Identify opportunities for service improvement initiatives and lead their implementation.

Ensure that customer satisfaction surveys are conducted, reviewed, and actioned upon.

Collaborate with Service Desk teams to improve first-time resolution rates and user support processes.

Prepare and present service reports to IT management and business units regularly.

Promote awareness of service delivery standards, policies, and procedures across the organization.

For more information please contact:

Lesedi Danguru

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