Service Delivery Director

"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work." Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively. Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication. We are building a Service Delivery capability anchored in South Africa, where the majority of our delivery teams are based. The Director: Service Delivery owns the performance, maturity and strategy of this capability. The role is accountable for embedding ITIL-aligned service management, driving an automation-first operating model, and instilling disciplined Incident, Problem and Change Management across the organisation. This is a dual role. The Director must be operationally strong -comfortable in the detail of the service desk, the queues, the runbooks and the numbers -while also able to hold and shape strategic conversations with executives, customers and partners. Success is measured by a step-change in service quality: fewer aged tickets, faster resolution, higher first-contact and self-service resolution, and a demonstrable move toward global best practice. Key Responsibilities: Service Management & ITIL Implement ITIL: design and roll out an ITIL 4/5-aligned service management framework across the South Africa capability, translating best-practice guidance into practical, adopted ways of working rather than documentation on a shelf. Embed the core practices: make Incident, Problem and Change Management a lived discipline -clear ownership, defined workflows, well-run priority and major-incident processes, and a culture where teams think in terms of prevention, not just firefighting. Mature Problem Management: drive root-cause analysis and permanent elimination of recurring incidents so the same issues stop resurfacing. Strengthen Change Management: raise change success rates and reduce change-related incidents through robust CAB, risk assessment and release governance. Own the service catalogue, SLAs and XLAs, and the governance and reporting cadence that keeps delivery accountable. Automation & Continual Improvement Focus on automation: establish an automation-first mindset -identify repetitive, high-volume and error-prone work and remove it through automation, orchestration and self-healing runbooks. Drive case deflection: expand self-service, knowledge management and AI/chat-assisted resolution so customers resolve issues before they reach an agent. Build a Continual Service Improvement (CSI) engine -a backlog of improvements prioritised by impact on customer experience, cost and risk. Use data and trend analysis to target the aged-ticket backlog and the biggest drivers of volume and effort. Customer Relationship: Build and maintain customer relationships, ensure a service manager capability culture is entrenched with support staff and leaders, owning tickets end to end. Operational Leadership Reduce aged tickets: take direct ownership of the ageing backlog, put in place the disciplines and reporting to bring it down and keep it down. Improve MTTR and FCR: drive down Mean Time to Resolve and lift First Contact Resolution through better triage, skilling, knowledge and shift-left. Run the operational rhythm - queue health, SLO/SLA/XLA performance, major-incident readiness and post-incident reviews. Manage capacity, shift coverage and demand across global teams supporting a global footprint. Best Practice & Strategy Look at best practice globally: benchmark the capability against global service management standards and leading operations and bring proven practices back into the South Africa teams. Hold strategic conversations: engage executives, customers and partners on service strategy, roadmap, investment and value -not just day-to-day operations. Shape the multi-year vision for the capability: target operating model, tooling, automation roadmap and maturity uplift. Translate operational performance into business language -cost-to-serve, risk, experience and outcomes. People & Capability Lead, coach and grow Support and Service Delivery Managers and process leads; build bench strength and succession within South Africa. Shift team mindset from reactive ticket-handling to proactive, prevention-led service ownership. Set clear performance expectations and develop the skills needed for an automation- and data-driven operation. Skills, Knowledge and Experience: Experience & Qualifications Extensive experience leading IT Service Delivery / Service Management at scale, ideally across a multi-site or global operation. Proven track record implementing or maturing ITIL in a live environment, with tangible improvement in service outcomes. Strong command of Incident, Problem and Change Management and of SLO/SLA/XLA-based service governance. Demonstrable delivery of automation and self-service that reduced volume, effort and cost (case deflection, self-healing, orchestration). ITIL 4 certification (Managing Professional / Strategic Leader an advantage); relevant degree or equivalent experience. Experience leading big teams across multiple regions, with an understanding of the local talent and operating context, is preferred. Skills & Attributes Operationally strong: credible and comfortable in the operational detail -the queues, the metrics, the runbooks -and able to drive performance directly. Strategically capable: able to lead and influence strategic conversations with executives, customers and partners. Data-driven: fluent in-service metrics (MTTR, FCR, deflection, aged tickets, change success) and using them to drive decisions. Change leader: able to shift mindsets and embed new disciplines and ways of working across teams. Automation-minded, improvement-obsessed, and outcomes-focused, with excellent communication and stakeholder skills. Company Info You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work." Equal Opportunities As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation. If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team. Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you! To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes. #LI-Hybrid