Teleperformance

Outsourced customer experience management services

IT Service Delivery Manager

IT OperationsConfirmed live in the last 24 hours

Full-timeCape Town, South AfricaNo salary listedIn-person

About the Job

Requirements

Demonstrated track record in IT service delivery or IT project management.
Strong expertise in contact centre technologies, networking, security, and cloud platforms.
Minimum of 3–5 years in an IT Service Delivery Manager role.
Matric or equivalent qualification is essential.
Proficiency in leveraging ServiceNow for incident management and service delivery optimization.
Strong understanding of ITIL frameworks and best practices.
Adherence to Teleperformance and client security, regulatory, and compliance standards is required; background checks and regulatory screening are mandatory.

Responsibilities

Own the global IT service delivery relationship for the assigned BTFSI client across all Teleperformance delivery locations.
Act as the primary IT escalation and governance interface between the client and Teleperformance.
Lead and govern Major Incident Management activities across regions.
Ensure consistent SLA, FCR, and service performance across all countries.
Drive operational resilience planning, testing, and regulatory compliance.
Oversee transition of new client Lines of Business into business as usual.
Identify and implement continuous improvement initiatives across the global delivery footprint.

Overview

Position: IT Service Delivery Manager – BFSI (multi country delivery)

Location: Cape Town. South Africa

Job Type: Permanent

Role Overview

The IT Service Delivery Manager (IT SDM) is accountable for end‑to‑end IT Service Delivery for a large, regulated Banking, Financial Services, and Insurance (BFSI) client, with services delivered by Teleperformance across multiple countries and regions. The role acts as the single point of accountability for service performance, operational resilience, major incident management, and continuous service improvement across all in‑scope geographies.

Qualifications

Skills and Experience

Demonstrated track record in IT Service Delivery or IT Project Management.
Strong expertise in contact centre technologies, networking, security, and cloud platforms.
Minimum of 3–5 years in an IT Service Delivery Manager role.
Matric or equivalent qualification (essential)

Technical skills

ServiceNow: Proficient in leveraging ServiceNow for incident management, and service delivery optimization.
ITIL Knowledge: Strong understanding of ITIL frameworks and best practices
Technical Knowledge: Strong expertise in contact centre technologies, networking, security, and cloud platforms.

Employment Benefits

Medical Aid
Provident Fund
Paid Study Leave
Bursary Programme
Employee Assistance Programme
Instant Rewards & Recognition Platform
Financial Well-being Support
Onsite Clinic Facilities
Free Transport provided from 6pm

Responsibilities

Key Responsibilities

Own the global IT service delivery relationship for the assigned BTFSI client across all Teleperformance delivery locations.
Act as the primary IT escalation and governance interface between the client and Teleperformance.
Lead and govern Major Incident Management (MIM) activities across regions.
Ensure consistent SLA, FCR, and service performance across all countries.
Drive operational resilience planning, testing, and regulatory compliance.
Oversee transition of new client Lines of Business (LOBs) into BAU.
Identify and implement continuous improvement initiatives across the global delivery footprint.

Compliance & Governance

This role requires adherence to Teleperformance and client security, regulatory, and compliance standards. Background checks and regulatory screening are mandatory.

About the Company

Teleperformance

Outsourced customer experience management services

Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1978

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