ICT Service Delivery Manager

Pedros is hiring for the ICT Service Delivery Manager role in Newlands East, KwaZulu-Natal. The role closes on 15 May 2026. Applicants should review the requirements and apply through the official vacancy page.

Minimum Requirements

• 3+ years managing support teams.
• ITIL Foundation required.
• 6+ years ICT operations experience.
• Retail or multi-site experience preferred.
• 6+ years ICT operations
• Retail or multi-site
• Requirements :

Responsibilities

• Own ICT service delivery for 1st and 2nd line support.
• Act as single point of accountability for service performance.
• Ensure predictable and measurable service outcomes.
• Define, track, and enforce SLAs.
• Monitor response times, resolution times, backlog health, and repeat incidents.
• Drive corrective action where service levels are missed.
• Own major incident management.
• Ensure root cause analysis and preventative actions.
• Reduce repeat incidents through structured problem management.
• Implement and enforce SOPs.
• Align practices to ITIL.
• Drive continuous service improvement.
• Lead and develop 1st and 2nd line teams.
• Set accountability and escalation standards.
• Build a performance-driven service culture.
• Manage vendor service delivery and SLAs.
• Conduct vendor performance reviews.
• Escalate and resolve service failures.
• Produce weekly and monthly service reports.
• Translate technical metrics into business insights.
• Support trading continuity and revenue protection.
• Work closely with Operations, Finance, and Franchise teams.
• Service Delivery Ownership
• SLA and KPI Management
• Incident and escalation management
• Process, governance and continuous improvement
• Team leadership and capability
• Vendor management
• Reporting and executive visibility
• Retail and store operations alignment
• Responsibilities :