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Service Delivery Officer

12 hours ago3 views
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General Details
Location:
Kensington, Johannesburg
Advertised By:Agency
Company Name:Executive Placements
Job Type:Full-Time
Description
Requirements:
  • Degree in Information Technology or Computer Science
  • ITIL® v3 or ITIL® 4 Foundation Certification
  • 5 years experience in IT service delivery, IT operations, or service desk environments
  • Solid understanding of ITIL processes
  • Monitoring and reporting on SLAs and service performance metrics
  • Coordinating with multiple technical teams and business stakeholders
  • Proven experience working with ITSM frameworks and tools (e.g., ServiceNow, Freshservice, Cherwell, BMC Remedy)

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.

https://www.executiveplacements.com/Jobs/S/Service-Delivery-Officer-1263301-Job-Search-02-17-2026-04-30-25-AM.asp?sid=gumtree
Id Subtitle 1350009715
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Executive Placements
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