Customer Service Manager

IntelliStaff; Gauteng; On-site; ZAR 650,000 - 1,100,000; Full time

Job summary

IntelliStaff is seeking an experienced Service Level & Incident Manager to oversee SLA delivery, incident handling, and change control across enterprise environments. This role emphasizes proactive problem management, customer engagement, and cross-functional collaboration.

The ideal candidate will have 5–10 years in customer-facing IT roles with 3–5 years in management, ITIL/Foundation and Lean Sigma credentials, and readiness to travel domestically and internationally.

Qualifications

• 5–10 years in a customer-facing IT role, with 3–5 years in a similar management role
• Engineering / Computer Science / Information Systems degree or equivalent
• ITIL Foundation level essential / Lean Sigma
• Customer service / relationship management advantageous
• Experience with heterogeneous, complex enterprise environments
• Project management experience preferable
• Track record delivering services in complex Telco environments
• Willing to travel locally and internationally
• Must have own transport and valid passport

Responsibilities

• Ensure overall services are delivered within SLA
• Identify issues and initiate SIPs proactively with problem management across internal teams and external suppliers
• Monitor incident management process in NOC
• Handle escalated incidents via ITSM platform and reporting tools
• Track incidents that are at risk of breaching SLA
• Provide customers incident reports following incidents
• Coordinate crisis incidents with NOC/Global Operations and Infrastructure teams until resolution
• Manage all change requests: log changes, planning, progress, escalations
• Ensure change control - CAB
• Conduct customer monthly reviews and identify opportunities for improvement
• Compile required reports and documentation
• Participate in project scoping (technical and service management)
• Collaborate with Sales and Operations to collate/update customer assets, configuration and topologies

Skills

Customer engagement

Project management

Client relationship management

Willing to travel

Education

Engineering / Computer Science / Information Systems degree or equivalent

Tools

ITSM platform

Job description

Duties and Responsibilities

Service Level Management:

• Ensure overall services are delivered within SLA
• Identify issues and initiate SIP's proactively together with problem management processes across internal teams and external suppliers

Incident Management:

• Monitor incident management process in NOC.
• Handle escalated incidents via ITSM platform and reporting tools.
• Track incidents that are at risk of breaching SLA
• Provide Customers incident report following incidents
• Coordinate crisis incidents with NOC/ Global Operations and Infrastructure teams until resolution

Change Management:

• Manage all change requests i.e., log changes, planning, progress, escalations etc.
• Ensure change control - CAB

Customer Engagement:

• Conduct Customer monthly reviews and identify opportunities for improvement
• Compile required reports and documentation

Projects:

• Participate in project scoping (technical and service management)

Portfolio Data Integrity:

• Work with Sales and Operations to collate and update customer inventory of all customer assets, configuration and topologies

Minimum Requirements

• At least 5-10 years in a customer facing position within the IT industry, minimum of 3-5 years in a similar management role
• Engineering / Computer Science / Information systems degree or equivalent experience advantageous
• ITIL Foundation level essential / Lean Sigma
• Customer Service / Relationship Management - advantageous
• Experience with heterogenous complex Enterprise client environments
• Project Management experience preferable
• Track record of delivering services and solutions in complex Telco environments
• Prepared to work overtime and flexible working hours
• Willing to travel locally and internationally
• Must have own transport
• Valid passport

Knowledge

• Network topology and architecture experience:
• Knowledge of Cisco networks (troubleshooting and analysis) - MPLS, VPN, Routing, LAN, Switching
• Knowledge of general network products i.e., shaping, compression, acceleration etc.
• Knowledge of SDWAN/ Cloud / Security
• Excellent Word, PowerPoint and Excel skills