Enterprise ICT Service Leadership Opportunity at Pedros

Pedros is recruiting an experienced and results-driven ICT Service Delivery Manager to join its Head Office IT division based in Newlands East, KwaZulu-Natal, on a permanent basis. This associate-level opportunity is suited to a highly capable ICT professional with strong experience in service delivery management, IT operations, and support team leadership within a fast-paced, multi-site business environment.

The role carries end-to-end accountability for ICT service delivery across the business, with a specific focus on 1st and 2nd line support operations. The successful candidate will play a critical role in improving service consistency, responsiveness, operational discipline, and service performance across Pedros stores, head office, and internal support teams.

This position is ideal for a service-oriented ICT leader who thrives on accountability, structured processes, and continuous improvement, while supporting business continuity and revenue protection in a retail and restaurant environment.

About the Role

The ICT Service Delivery Manager is responsible for overseeing and managing the full lifecycle of ICT service delivery across the organisation. This includes ensuring that technology support services are reliable, measurable, and aligned to business needs.

The role acts as the single point of accountability for ICT service performance, ensuring that service levels are predictable, transparent, and continuously improving. A strong focus is placed on incident management, service governance, team capability development, vendor performance management, and executive-level reporting.

Working closely with Operations, Finance, Franchise teams, and external service providers, the ICT Service Delivery Manager ensures that technology services support uninterrupted trading, operational efficiency, and a positive user experience across all business locations.

Key Responsibilities

Service Delivery Ownership

The ICT Service Delivery Manager owns ICT service delivery for 1st and 2nd line support, ensuring that all support functions operate with consistency, discipline, and accountability. The role is responsible for establishing clear service ownership and acting as the primary escalation point for service-related issues.

Ensuring predictable and measurable service outcomes is a core responsibility, with a strong emphasis on stability, responsiveness, and service reliability across all environments.

SLA and KPI Management

The role involves defining, tracking, and enforcing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across internal teams and external vendors.

Key metrics include response times, resolution times, backlog health, and repeat incident trends. Where service levels are not met, the ICT Service Delivery Manager is responsible for driving corrective actions, performance improvement plans, and root cause resolution.

Incident and Escalation Management

The ICT Service Delivery Manager owns major incident management, ensuring that incidents are resolved efficiently with minimal business impact. This includes coordinating technical teams, communicating effectively with stakeholders, and restoring services within agreed timelines.

The role also ensures that root cause analysis is conducted for recurring or high-impact incidents, with preventative actions implemented to reduce repeat occurrences through structured problem management practices.

Process, Governance, and Continuous Improvement

A key focus of the role is implementing and enforcing standard operating procedures (SOPs) across ICT support functions. The ICT Service Delivery Manager ensures that service delivery practices are aligned to ITIL principles and industry best practices.

Continuous service improvement initiatives are driven through performance analysis, process optimisation, and operational discipline, ensuring that ICT services evolve alongside business growth.

Team Leadership and Capability Development

The ICT Service Delivery Manager leads and develops 1st and 2nd line support teams, setting clear accountability, escalation standards, and performance expectations.

The role focuses on building a performance-driven service culture, where teams are empowered, skilled, and aligned to service excellence objectives. Coaching, mentoring, and capability development are central to sustaining high service standards.

Vendor and Third-Party Management

The role includes managing vendor service delivery and external support partners, ensuring that contractual SLAs are met consistently. This involves conducting vendor performance reviews, monitoring service quality, and escalating service failures where necessary.

Strong vendor governance ensures that third-party services contribute positively to overall ICT performance and business outcomes.

Reporting and Executive Visibility

The ICT Service Delivery Manager produces weekly and monthly service reports that provide visibility into service performance, risks, and improvement initiatives.

A critical requirement of the role is translating technical metrics into clear business insights for executive stakeholders, enabling informed decision-making and proactive risk management.

Retail and Store Operations Alignment

The role works closely with Operations, Finance, and Franchise teams to ensure that ICT services support trading continuity and revenue protection. Technology reliability is critical in a restaurant environment, and the ICT Service Delivery Manager ensures that ICT services enable smooth store operations and customer service delivery.

Minimum Requirements

Candidates applying for this role must meet the following requirements:

• Minimum 6 years’ experience in ICT operations

• At least 3 years’ experience managing ICT support teams

• ITIL Foundation certification (mandatory)

• Strong experience in service delivery management and operational ICT environments

• Retail or multi-site business experience is advantageous

Key Skills and Competencies

The ideal candidate will demonstrate strong capability in:

• ICT service delivery and operations management

• SLA and KPI design, monitoring, and enforcement

• Incident, escalation, and problem management

• ITIL-aligned service governance

• Process design and continuous improvement

• Team leadership and performance management

• Vendor and third-party service management

• Stakeholder communication and executive reporting

• Translating technical data into business insights

• Working under pressure in fast-paced operational environments

Employment Details

• Position Type: Permanent

• Company: Pedros

• Division: Head Office

• Business Unit: IT

• Location: Newlands East, KwaZulu-Natal

• Industry: Restaurants / Food Retail

• Job Functional Area: Information Technology

• Experience Level: Associate

• Closing Date: 19 February 2026

Apply for ICT Service Delivery Manager – Pedros

Experienced ICT professionals who meet the above requirements and are ready to take ownership of enterprise-wide service delivery are encouraged to apply.

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