1. Purpose of the Job Salt Essential IT is seeking a dynamic and experienced Service Delivery Excellence Lead to drive high-quality IT service delivery across the organisation. This role is responsible for ensuring operational excellence, service stability, and continuous improvement of IT services in alignment with business needs. The successful candidate will act as a key link between technical teams, vendors, and business stakeholders, ensuring reliable, efficient, and customer-focused service delivery while upholding agreed service levels.
2. Key Responsibilities
As the Service Delivery Excellence Lead, you will:
• Lead and coordinate end-to-end IT service delivery across the Technology Centre • Monitor and drive SLA performance, proactively managing risks and escalations • Oversee incident, problem, and change management governance processes • Act as a senior escalation point for complex technical and service issues • Align Service Desk, Engineering, and Customer Success teams for optimal performance • Lead technology consulting engagements, solution design, and service improvements • Provide technical governance and oversight on infrastructure and project delivery • Support R&D initiatives and contribute to innovation and service offerings • Maintain strong stakeholder relationships and ensure high levels of customer satisfaction • Support operational management, reporting, and team development initiatives
3. Job Requirements
Educational Qualification:
• Bachelor’s Degree (NQF Level 7) in Computer Science, Information Systems, Software Engineering, or related field
Experience:
• Minimum 10 years’ ICT experience • At least 5 years in a senior technical, management, or consulting role • Proven experience in IT service management (ITSM), including incident, problem, and change management
4. Technical Proficiency:
• Strong understanding of IT infrastructure, networks, and enterprise systems • Experience with service desk tools and service delivery frameworks (ITIL preferred) • Exposure to hybrid cloud environments (e.g. Azure, on-prem)
5. Core Competencies:
• Strong leadership and coordination ability • Excellent analytical and problem-solving skills • High attention to detail and process discipline • Effective stakeholder engagement and communication skills • Ability to perform under pressure and manage critical incidents • Customer-focused with a strong sense of accountability
6. Additional Information
• Permanent, full-time position • Standby rotation required • Hybrid working environment with occasional travel To apply: Submit your CV to hr@salt.na with the subject line: Service Delivery Excellence Lead
Closing Date: Tuesday, 05 May 2026
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ABOUT SALT
Based in Windhoek, Namibia, Salt Essential IT is one of Africa’s most awarded Microsoft Direct Cloud Solution providers, enabling and supporting clients ranging from small and medium to enterprise.
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