_{10th March, 2026}

Regional Service Delivery Manager (IT)
Location: South Africa
Job Type: Full-time | Remote
Function: Information Technology
Reports to: IT Operations Manager (LATAM)
 
About the role
ALS is looking for a highly capable Regional Service Delivery Manager to lead IT Service Desk operations across the region.

This role is responsible for the end-to-end delivery of Service Desk services, ensuring SLA compliance, operational excellence, and seamless integration into ALS' global follow-the-sun support model. You will lead L1/L2/L3 teams, act as the senior escalation point for the business, and drive continuous service improvement in alignment with global IT standards.
If you thrive in fast-paced, global environments and enjoy balancing people leadership with service performance, this role is for you.
 
Key responsibilities

• Lead and manage L1/L2/L3 Service Desk teams within the assigned region
• Own daily Service Desk operations, including queue management, backlog control, and SLA performance
• Coordinate cross-regional ticket handling within the follow-the-sun operating model
• Ensure effective incidents, problems, change, and knowledge management practices
• Act as a standing member of Regional CAB and support Global CAB activities
• Serve as the primary escalation point for regional business stakeholders
• Lead and approve communications for P1/P2 incidents, major changes, and service disruptions
• Support major incident management and ensure timely escalation to global teams
• Ensure CMDB accuracy for regional assets and services
• Oversee scheduling, leave planning, and resource availability
• Drive continuous improvement initiatives using service data and trend analysis
• Produce and review regional service performance reports aligned to global KPIs

Minimum requirements

• Bachelor's degree in information technology, Computer Science, or a related field
• 3-5 years' experience in a Service Desk Manager, Service Delivery Manager, or IT Operations Manager role
• Proven experience managing regional or multi-country IT service operations
• Experience working within a global or follow-the-sun delivery model
• Strong understanding of ITIL, IT service management, and infrastructure support

Preferred certifications

• ITIL 4 Foundation (minimum) or ITIL 4 Managing Professional
• ITSM tool certification (e.g. ServiceNow, ManageEngine, or equivalent)
• Project or Operations Management certification (PMP, PRINCE2, or equivalent)
• English proficiency required; Spanish and/or Portuguese advantageous

Key competencies

• Service leadership and governance
• Strong operational discipline and SLA focus
• Excellent stakeholder and communication skills
• Confident decision-making under pressure
• Ability to align global IT strategy with regional execution
• Analytical and data-driven mindset
• Proven people leadership capability

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