Service Delivery Manager (EMEA)

Job Summary

The Service Delivery Manager will work directly for one of our VIP clients in Cape Town, South Africa, and will lead incident, problem, and change management across EMEA, oversee the Service Desk operations, and drive continuous improvement.

What You'll Be Doing

• Own governance and execution of Incident, Problem, and Change Management across EMEA.
• Lead and oversee Service Desk operations, ensuring high-quality, responsive end-user support.
• Act as the primary escalation point for Service Desk analysts and business stakeholders.
• Manage ticket queues, prioritisation, and workload distribution to meet SLA targets.
• Lead major incident bridges, coordinate resolvers, and maintain executive update cadence.
• Drive root cause analysis and implement long-term fixes to reduce recurring incidents.
• Coach, mentor, and develop Service Desk team members to improve performance and engagement.