Job Description

ROLE PURPOSE

We are seeking a dedicated and experienced Service Manager to oversee the delivery of our services within our ASOC Managed Service environment. The ideal candidate will have a strong background in operational management, excellent leadership skills, and a passion for customer satisfaction.
Key Responsibilities:

Manage Service Delivery: Oversee the delivery of services to clients, ensuring they meet agreed service level agreements (SLAs) and operational level agreements (OLAs). Client Relationship Management: Develop and maintain strong relationships with clients, handling their expectations and resolving any issues that arise. Team Leadership: Lead and manage service operational teams, ensuring they are adequately trained and resourced. Service Improvement: Implement continuous improvement initiatives to enhance service delivery processes and procedures. Monitoring and Reporting: Track service levels, prepare regular reports for stakeholders, and ensure compliance with service delivery standards. Risk Management: Identify and manage risks associated with service delivery. Collaboration: Work closely with other departments to ensure seamless service delivery.

Qualifications & Education Requirements

Education: bachelor's degree in business, IT, or a related field. Experience: Several years of experience in service delivery management or a related role. Certifications: Relevant certifications such as ITIL can be beneficial.

Experience Required

8/10 years of experience in an incident/event management environment (Essential) Expert understanding with ARS fault management system (Essential) Experience in SLA management (Advantageous) High level of IT knowledge and experience (Advantageous) Cellular infrastructure knowledge (Advantageous)

Knowledge and Skills Required

Leadership: Strong leadership and interpersonal skills to manage teams and client relationships. Problem-Solving: Ability to identify and rectify service delivery issues, including conducting root cause analysis. Communication: Excellent communication skills for effective stakeholder management and post-incident reviews. Technical Knowledge: Understanding of service delivery processes and methodologies. Customer Focus: Passion for delivering end-to-end customer-driven solutions.

Special Requirements

Must be prepared to work outside of "working hours". Must be able to report to different reporting lines simultaneously

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Application Submission Details

Email Application to TBA


including the following;

Updated CV

5-line motivation, maximum