Overview
Head of Service Delivery Jobs in City of Cape Town, Western Cape, South Africa at OmTalent
Title: Head of Service Delivery
Company: OmTalent
Location: City of Cape Town, Western Cape, South Africa
Work Setup: In-office (Tygervalley, Cape Town)
Working Hours: UK Hours (09:00 – 18:00 SAST)
Company Overview
The IUF group creates unbelievable digital experiences in physical spaces, focusing on retail, brand experience and attractions. Combining an in-house technology platform with a huge range of hardware to help brands communicate best to their customers, visitors, fans – you name it!
We’re looking for A-star players to join our growing organization and help take the business to new heights.
Role Overview
The Head of Service Delivery is responsible for leading and developing service and technical delivery teams to ensure high-quality, reliable services for customers. This role oversees day-to-day service operations, ensuring service level agreements (SLAs) and performance targets are consistently met while driving a strong customer-centric culture across the organization. The role requires balancing operational excellence with a commercial mindset, ensuring services are delivered efficiently, profitably, and in line with contractual commitments. Working closely with internal stakeholders and customers, the Head of Service Delivery will continuously improve service performance, manage risk and escalation, and ensure teams are equipped to deliver exceptional customer outcomes.
What We’re Looking For:
- Experience: 10 years of experience in operations, or a support management role. (Experience in the Audio Visual, tech, or live events industry is a massive plus.) You must have experience building and leading support desk teams.
- Analytical Mindset: You know your way around spreadsheets, CRM platforms, or ERP systems and know how to extract actionable insights from raw data.
- Process-Oriented: You naturally think in terms of workflows and systems. You love turning chaos into an organized, repeatable process.
- Collaborative Communicator: You can push back on the status quo respectfully and get buy-in from both leadership and the technicians on the floor.
- Adaptability: You thrive in a fast-paced environment where priorities can shift quickly.
Process Engineering & Optimization
- Challenge the Status Quo: Audit our existing business and support workflows to identify bottlenecks, inefficiencies, or outdated practices.
- Build from Scratch: Design, document, and roll out new operational processes when current systems no longer serve our growth or our companies or customers.
- Data-Driven Decisions: Leverage support metrics, project data, and operational KPIs to guide your strategies. Let the numbers dictate the narrative, not assumptions.
Team Building & Customer Support
- Elevate the Standard: Foster a team culture obsessed with delivering an incredible, frictionless experience for our customers, from routine troubleshooting to emergency on-site support.
- Monitor Service Levels: Track customer satisfaction and support ticket resolution times, using the data to coach the team and refine our approach.
Resource Allocation & PM Support
- Strategic Resourcing: Partner directly with Project Managers to forecast and allocate resources (personnel, gear, and time) across multiple concurrent AV installations and events.
Bridge the Gap:
Act as the vital communication link between the daily support operations and the project management team, ensuring smooth handoffs from installation to post- project support.
