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Service Manager

Johannesburg
Salary: Market Related
Job Type: Permanent
Sectors: IT
Reference: BIT003725/Cha L

Apply before Jan 02 2025 | 5 Days left

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Vacancy Details

Employer: Network Recruitment

We are looking for an experienced Service Manager to join our Managed Services Practice. In this role, you will be responsible for leading a diverse, multi-skilled team of engineers, delivering core services to multiple customers while maintaining strong client relationships. You’ll play a key role in ensuring high-quality service delivery, managing customer expectations, and driving operational improvements within a dynamic, agile environment.

As the Service Manager, you will have the unique opportunity to balance both technical and operational responsibilities, working closely with cross-functional teams to deliver seamless service and continuous improvements.

Key Responsibilities:

Lead a blended team of Cloud and DevOps engineers, supporting team growth and development.
Oversee customer onboarding, working alongside the transition team to ensure smooth and successful integrations.
Ensure SLA deliverables are met for both internal and client-facing services, managing priorities effectively within the team.
Cultivate strong customer relationships through proactive engagement, understanding client needs, and providing tailored support.
Act as a duty manager and escalation point for any service issues or incidents.
Governance and due diligence: Regularly review and ensure compliance with client service agreements and internal standards.
Service request analysis: Coordinate and manage service request items in alignment with scoped client projects.
Cost optimization: Review and manage cost optimization across client cloud infrastructure, particularly AWS environments.
Conduct incident management reviews and support the major incident process for client relationships.
Monitor and analyze customer trends to ensure service excellence.
Lead Root Cause Analysis (RCA) reviews and support problem management activities.
Proactive service improvements: Lead initiatives to enhance customer environments and drive continuous improvements.
Present monthly customer reports to key stakeholders, ensuring transparency and alignment.
Collaborate with FinOps teams to manage platform and client billing effectively.
Manage customer contract renewals and contribute to cloud strategy optimization.
Risk and opportunity management: Identify and address internal and client-related risks and opportunities.
Facilitate knowledge transfer within the team and ensure the knowledge base is accurately maintained and updated.

Required Experience, Education and Skills:

ITSM/ITIL training or certifications are a plus.
Proven experience in business analysis with an understanding of business priorities and customer requirements.
Strong logical thinking abilities to solve complex customer challenges.
Experience leading teams in a managed services or cloud environment (AWS experience is preferred).
Demonstrated expertise in customer-centric engagement, relationship management, and stakeholder communication.
Exceptional written and verbal communication skills, with an ability to maintain high standards of excellence.
Motivational and organizational skills, with a proven ability to manage cross-team collaboration and align with best practices.
Experience with DevOps and cloud teams is beneficial, but not essential.
Familiarity with agile project management methodologies is a plus.

Apply now!

If you are interested in this opportunity, please apply directly. For more IT jobs, please visit www.networkrecruitment.co.za. If you wish to send your CV per email forward your CV to clombard@networkrecruitment.co.za and copy the reference number in brackets in the subject line of your e-mail.

If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any further possible positions.

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About Network Recruitment

Network Recruitment

Network Recruitment is a leading specialist recruitment company in the fields of IT, Finance and Engineering.

Since our establishment in 1987, we have been at the forefront of the specialist recruitment industry. Network Recruitment’s key to success is the focus on delivering superior quality service by developing and maintaining an exclusive focus on sourcing high-calibre skills for medium-sized to JSE-listed companies operating in these three niche sectors across South Africa.

Our experience in permanent and contract-based recruitment enables us to provide you with recruitment solutions that meet your long- and short-term needs.

Network Recruitment is a division of ADvTECH Resourcing, the recruitment arm of the national JSE-listed ADvTECH Limited Group a leader in quality education, training, skills development and placement services.