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. Act as the communicative "front door" for business stakeholders, ensuring transparency and trust. Build and deliver monthly service review packs and dashboards covering SLA compliance, MTTR, CSAT, and risk. Monitor service performance trends and drive continuous improvement initiatives. Ensure a strong customer-focused culture across the Service Desk and wider support teams. Administer Jira Service Management (JSM) projects, workflows, automations, and reporting. What You'll Bring Strong communication and stakeholder engagement skills. Proven experience in Incident, Problem, and Change Management within ITIL frameworks. Hands‑on experience with ITSM tooling (preferably Jira Service Management). Ability to manage major incidents and CABs with multi-team coordination. Calm, methodical approach under pressure and a collaborative mindset. Minimum Qualifications Education: Matric (Grade 12) or equivalent (NQF Level 4) – essential. IT‑related tertiary qualification (e.g., Diploma or Certificate in IT, Computer Science, or Information Systems) – preferred. Certifications: ITIL 4 Foundation (preferred). Additional ITIL certifications in Incident, Problem, or Change Management (advantageous). Any relevant ITSM or service reporting certifications are a plus. Experience Minimum 3+ years’ experience in IT Service Delivery or ITSM roles. Proven track record managing Incident, Problem, and Change Management processes. Hands‑on experience with ITSM tools (preferably Jira Service Management). Experience leading major incident bridges and coordinating multi-team/vendor responses. Familiarity with SLA-driven environments and service reporting. What We Value A commitment to service excellence and continuous improvement. Strong analytical and troubleshooting capability. Ability to work across regions and foster collaboration. Alignment with OryxAlign's values and professional standards. Job Expectations Location: Cape Town, South Africa. Working model: Office-based with alignment to CET business hours. Working hours: Standard Cape Town hours with required overlap with UK/Europe operations. On‑call: Participation in after‑hours maintenance or incident response rotation as required. What you will get from OryxAlign Competitive salary and training and development. Leave entitlement of 15 days plus one volunteer day. Medical aid allowance. Retirement annuity allowance with 4% employer contribution. Social events throughout the year. Technology loans. Wellbeing initiatives. Long service leave. Reward and recognition awards. Equal opportunities OryxAlign is an equal opportunity employer who are committed to creating an inclusive environment for all employees. In accordance with the Employment Equity Act of South Africa, we actively promote diversity and the fair treatment of all individuals, regardless of race, gender, disability, age, religion, sexual orientation, or any other characteristic protected by law. We encourage applications from candidates who will contribute to the diversity of our team, especially those from historically disadvantaged groups. #J-18808-Ljbffr