Job Specification: Service Delivery Manager – Insurance Domain

Role Overview

We are seeking experienced Service Delivery Managers to join our team in Cape Town, supporting delivery within the Insurance domain. The successful candidate will oversee the end-to-end execution of IT projects and programs, ensuring high-quality delivery, strong governance, and effective stakeholder management across onsite and offshore environments.

Requirements

Key Responsibilities

Project & Program Delivery

• Manage end-to-end delivery of IT projects or programs within the Insurance/Financial Services domain.
  

• Oversee the full project lifecycle including planning, execution, monitoring, delivery, and post-implementation reviews.
  

• Ensure project milestones, deliverables, and SLAs are met on time and within budget.
  

• Drive high-quality outcomes through proactive governance, risk management, and issue resolution.
  

• Ensure adherence to delivery frameworks, compliance standards, and organisational methodologies.
  

Stakeholder & Communication Management

• Serve as the primary delivery point of contact for internal and external stakeholders.
  

• Maintain clear, consistent communication on project status, risks, and dependencies.
  

• Build strong relationships with business, technical teams, vendors, and senior leadership.
  

Resource & Financial Management

• Manage project budgets, financial forecasting, resource allocation, and cost tracking.
  

• Oversee onsite and offshore delivery teams, ensuring optimal utilisation and performance.
  

• Support vendor coordination and performance oversight where required.
  

Operational Governance

• Establish and maintain delivery dashboards, reporting frameworks, and governance structures.
  

• Drive risk mitigation, issue management, and decision-making processes.
  

• Ensure compliance with internal controls, audit requirements, and quality assurance practices.
  

Required Skills & Experience

• 7+ years’ experience in IT project or program delivery, preferably within enterprise environments.
  

• Strong experience as a Service Delivery Manager, Project Manager, or Program Manager.
  

• Proven delivery experience within the Insurance or Financial Services industry.
  

• Solid understanding of IT processes, software development lifecycle, and enterprise technologies.
  

• Strong communication, stakeholder engagement, and leadership skills.
  

• Hands-on exposure to working with onsite/offshore delivery models.
  

• Demonstrated ability to manage budgets, risks, timelines, and multi-disciplinary teams.
  

Preferred Qualifications

• Degree or diploma in IT, Computer Science, or related field.
  

• Project management certifications (e.g., PMP, Prince2, Agile, Scrum Master) beneficial.
  

• Experience working in large, complex corporate environments.
  

Personal Attributes

• Strong analytical and problem-solving capability.
  

• Highly organised, detail-driven, and delivery-focused.
  

• Ability to manage pressure and drive outcomes in a fast-paced environment.
  

• Excellent interpersonal and negotiation skills.