Search thousands of fresh jobs

×
Return to results
This job is expired
EQPlus

IT Service Delivery Manager - Contact Centre Platforms

EQPlus

  • Undisclosed
  • Permanent Management position
  • Cape Town Region
  • Posted 26 Sep 2025 by EQPlus
  • Expires in 33 days
  • Job 2623154
Save
Apply Now

About the position

An established and innovative global services company is seeking an experienced IT Service Delivery Manager with strong contact centre expertise to lead the delivery of technology services across large, client-facing environments. This role requires deep technical knowledge, consultative client engagement, and proven leadership in managing enterprise-scale service delivery.

Key Responsibilities

  • Oversee IT service delivery for large-scale client environments (500+ seats), ensuring SLA adherence, incident resolution, and governance compliance
  • Act as the primary point of contact for clients, gathering requirements, shaping solutions, and translating business needs into actionable IT strategies
  • Manage and optimize contact centre platforms such as Genesys, Avaya, Cisco, NICE, Five9, or similar
  • Lead technical and solutioning discussions covering cloud platforms (AWS, Azure, GCP), networking fundamentals, and telephony/contact centre integrations
  • Ensure robust ITSM practices, including incident, problem, and change management, along with vendor and escalation management for enterprise clients
  • Drive continuous improvement initiatives, identifying opportunities for service optimization and enhanced customer experience
  • Lead cross-functional teams across global delivery environments, fostering collaboration and accountability
  • Provide governance and oversight for large client accounts, ensuring consistent service quality and alignment to business goals

Qualifications & Experience

  • Proven track record in IT service delivery management with direct, hands-on experience in enterprise contact centre platforms (Genesys, Avaya, Cisco, NICE, Five9 or similar)
  • Strong background in ITSM and governance frameworks, with practical expertise in incident, change, and problem management
  • Demonstrated ability to manage large-scale, global client accounts (500+ seats) in cross-functional delivery environments
  • Consultative client engagement skills with the ability to interface at senior levels, capture requirements, and design technical solutions
  • Technical knowledge of cloud services (AWS, Azure, GCP), networking, and contact centre/telephony integrations
  • Excellent leadership, vendor management, and communication skills with a focus on driving value and business outcomes
  • Certifications such as ITIL v3/v4, PMP, AWS/Azure, or vendor certifications (Genesys, Avaya, Cisco) would be advantageous
  • Experience in cloud-based contact centre migrations and exposure to multi-country/global client environments would be a plus

Desired Skills:

  • ITSM
  • IT Service Delivery Management
  • Client Engagement
  • Genesys
  • Avaya
  • Cisco
  • NICE
  • Five9
  • AWS
  • Azure
  • GCP
  • Call Centre
  • Contact Centre
  • BPO
  • BPM

Desired Work Experience:

  • More than 10 years

Apply Now

EQPlus

View agency profile

See all EQPlus jobs

About the agency

EQPlus is a Specialist IT & Financial Recruitment Consultancy with a team of highly experienced staff and shareholders, representative of South Africa's unique diversity. EQPlus is a Specialist Resourcing Services organization, specialising in the provision of contracting staff, permanent staff as well as Executive Search. We do IT your way. EQPlus is a leading provider of IT and Financial talent, on all levels of your business Founded in 1999, the dynamic team at EQPlus focusses on the following business units: EQ Resourcing EQPlus is able to supply top quality technical specialists in all technologies e.g. Mobile Technologies, Java, C#, SQL, Oracle, COBOL, Natural – all levels. EQ PLUS ensures that the candidate match the client’s skills requirement and the culture of the organisation. EQ Plus provides a personal service of exceptional value. EQ Professional Services EQPlus is highly experienced in the sourcing of Programme and Project Managers for short and long term positions, both local and internationally. Business Analysts/Business Process skills are also available with experience across multiple leading BA methodologies. EQ Staffing Solutions EQ Staffing solutions is designed to meet your needs, be it Teams, Fixed price or Executive search. Our offering includes bespoke application development skills across all the enterprise development platforms and technologies over the full lifecycle of a project. Why EQPLUS We have a track record of excellent service delivery on small and large scale recruitment projects. •Our team of inspirational bright minds enables us to provide business leadership in our field. •We provide Technology Expertise, using state of the art Recruitment Intellectual Property •We consistently provide quality candidates, at great value for money with passionate service delivery. •We serve clients and candidates spanning the technology and geographic landscape of South Africa. •We are a Total Talent Solution Centre of Excellence and have specialists that focus on the IT Industry. •We provide Executive Search appointments, Independent Contractors and Permanent Appointments including: oArchitects, oBusiness Analysts, oProject Managers, oAnalyst Programmers (Java, C#, PHP, Web Logic, SQL, Cobol, Universe, SAP, Oracle etc.) oNetwork Engineers (up to CCIE level). oMicrosoft Technology experts, oJava Application Development experts and oMobile Development experts. oFinancial Industry Professionals.

Receive a daily digest of all new jobs matching this job. Your information is safe with us and you can cancel any time.

Expires in 33 days

Email me jobs similar to: IT Service Delivery Manager - Contact Centre Platforms

Receive a daily digest of all new jobs matching this job: Senior IT Auditor. Your information is safe with us and you can cancel at any time.

Create alert
×

Update profile

Recruiters require your CV and profile for job applications and to search for suitable candidates.

It's been over a year. Please review your profile to ensure it's still up-to-date. You will have an opportunity to also upload a new CV.

Start