Soft Service Manager jobs in Gauteng

Service Delivery Manager (Telecommunications Maintenance)

Location: Johannesburg, Gauteng

Employment Type: Permanent | Full-Time
Travel Requirement: Regular travel to operational and customer sites within the Maintanance Division.

About the Opportunity

Our client, a well-established organization within the telecommunications sector, is seeking an experienced and results-driven Service Delivery Manager to lead its Maintenance Division and oversee the effective delivery of telecommunications maintenance services across the Maintenance Division of its network.

The successful candidate will be a strong operational leader with experience in telecommunications maintenance, network operations, field service management, and customer service delivery. This role requires an individual who can effectively lead teams, manage performance, maintain service excellence, and ensure operational targets are achieved.

This is a hands-on management role requiring a balance between office-based operational oversight and regular travel to customer and network sites to support field operations, conduct quality assessments, and engage with key stakeholders.

Key ResponsibilitiesService Delivery & Operations Management

• Ensure the effective delivery of maintenance services across the Northern Division.
• Monitor and manage operational performance against agreed service levels and KPIs.
• Drive continuous improvement initiatives to enhance service delivery and operational efficiency.

Network Case & Incident Management

• Oversee the management of maintenance-related network cases and incidents.
• Ensure cases are assigned, tracked, and resolved within agreed timelines.
• Manage escalations and coordinate resolution of critical service-impacting issues.

Team Leadership & Performance Management

• Lead, coach, and develop maintenance and service delivery teams.
• Foster a culture of accountability, collaboration, and service excellence.
• Conduct regular performance reviews and provide ongoing support and guidance.

Customer Experience & Stakeholder Engagement

• Ensure high levels of customer satisfaction through effective communication and service delivery.
• Manage customer and stakeholder escalations professionally and efficiently.
• Build and maintain strong relationships with internal and external stakeholders.

Reporting & Compliance

• Prepare and present operational performance reports.
• Analyse trends and identify opportunities for improvement.
• Ensure compliance with company policies, procedures, and service standards.

Minimum Requirements

• Proven experience in a Service Delivery, Telecommunications Operations, or Maintenance Management role.
• Experience managing teams within a telecommunications or technology environment.
• Working knowledge of Salesforce, Inflow, or similar operational systems.
• Strong understanding of telecommunications network infrastructure and maintenance processes.
• Experience in fault management, incident escalation, and service delivery management.
• Excellent communication, leadership, and stakeholder management skills.
• Proven ability to work in a fast-paced, performance-driven environment.
• Valid driver's licence and own reliable transport.
• Willingness and ability to travel regularly to operational and customer sites.
• Comfortable working both in the field and from the office.
• Physically fit and capable of accessing network infrastructure and operational sites when required.

Key Competencies

• Strong leadership and people management ability.
• Excellent planning, coordination, and organizational skills.
• Customer-focused and service-oriented mindset.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities under pressure.
• Effective decision-making and escalation management capabilities.
• Results-driven with a focus on continuous improvement.
• Strong verbal and written communication skills.

Desirable Experience

• Telecommunications maintenance and fibre network operations.
• Field service management.
• Performance reporting and KPI management.
• Exposure to customer service and operational support environments.
• Experience working with service management or ticketing systems.

if you have not had a response within 2 weeks of applying please consider your application unsuccesful.

Pay: R15 000,00 - R25 000,00 per month

Application Question(s):

• How many years of experience do you have working in the telecommunications industry?
• How many years of experience do you have in a Service Delivery, Operations Management, or Maintenance Management role?
• Have you managed technical, field services, or maintenance teams
• Which of the systems have you worked with?
• What is your monthly salary expectation
• What is your notice period

Experience:

• Service Delivery Management: 3 years (Required)

Work Location: In person