Dispatch Supervisor

Cash Crusaders Retail; South Africa; On-site; ZAR 400,000 - 560,000; Full time

Job summary

Cash Crusaders Retail in Johannesburg, South Africa, is seeking a hands‑on Service Delivery Supervisor to join our Centre of Excellence and lead daily operations across Managed Services. You will coach the team, manage escalations, and ensure service commitments are met while driving continuous improvement.

You will report to the Managed Services Manager - Media & Application Support and collaborate with internal and external partners to maintain efficient service flow and deliver

Qualifications

• Experience supervising or coordinating service delivery teams.
• Experience managing daily operations and SLAs.
• Experience with incident, alert, and work-management processes.
• Ability to triage, route, and resolve incidents and requests.
• Experience working with stakeholders and partners to deliver outcomes.
• Experience deploying services and transitioning to support operations.
• Tracking service performance measures and identifying risks and trends.
• Developing and maintaining process documentation and workflows.
• Coaching and mentoring team members.
• Driving process consistency and continuous improvement.
• Using Power BI and Excel to analyse data and generate insights.

Responsibilities

• Lead and coordinate daily service delivery activities, ensuring work is assigned, monitored, and completed within service levels.
• Oversee alarm, alert, work entry, and escalation activity across Managed Services functions.
• Provide coaching, guidance, and real‑time feedback to team members.
• Manage and support service escalations, ensuring proper routing and resolution.
• Promote operational excellence by reinforcing standard processes and identifying risks.
• Monitor workload, performance, quality metrics, and trends to address gaps.
• Collaborate with internal teams and external partners to remove blockers.
• Support onboarding, training, and development activities for readiness.
• Escalate recurring issues with recommendations for resolution.
• Contribute to continuous improvement initiatives to enhance efficiency and customer experience.
• Produce operational reporting and insights using Power BI and Excel.

Skills

Team leadership

Service delivery

Problem solving

Power BI

Excel

Tools

Power BI

Microsoft Excel

Job description

Service Delivery Supervisor

Johannesburg, South Africa

Are you a hands‑on service delivery professional who thrives in a fast‑paced operational environment? Do you enjoy leading teams, driving service excellence, and finding practical solutions to complex challenges? We're looking for a Service Delivery Supervisor to join our Johannesburg Centre of Excellence and play a key role in ensuring exceptional service delivery across our Managed Services operation. This is an exciting opportunity for someone who combines strong leadership skills with a passion for operational performance, customer satisfaction, and continuous improvement.

Reporting to the Managed Services Manager - Media & Application Support, you will help lead daily operations, support and develop team members, manage escalations, and ensure service commitments are consistently achieved.

What You’ll Be Doing

As a Service Delivery Supervisor, you'll be at the centre of our day‑to‑day service operations, ensuring customers receive reliable, high‑quality support while enabling your team to perform at their best.

Key Responsibilities

• Lead and coordinate daily service delivery activities, ensuring work is effectively assigned, monitored, and completed within agreed service levels.
• Oversee alarm, alert, work entry, and escalation activity across Managed Services functions including:
  • Wetstock
  • Compliance
  • Forecourt
  • Media
  • Application Support
• Provide coaching, guidance, and real‑time feedback to team members through one‑to‑ones, team huddles, and daily interactions.
• Manage and support service escalations, ensuring issues are routed appropriately and driven through to resolution.
• Promote operational excellence by reinforcing standard processes and identifying risks that could impact service delivery.
• Monitor workload, service performance, quality metrics, and trends to proactively address gaps and improve outcomes.
• Collaborate with internal teams and external partners to remove blockers and maintain efficient service flow.
• Support onboarding, training, and ongoing development activities to ensure team readiness and capability.
• Escalate recurring issues and process concerns with clear recommendations for resolution.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance efficiency, quality, and customer experience.
• Produce operational reporting and performance insights using Power BI and Microsoft Excel.

Experience & Skills

• Supervising or coordinating service delivery, service desk, support, or managed services teams.
• Managing daily operational activities and helping teams achieve service level commitments.
• Monitoring incident, alert, escalation, and work management processes.
• Supporting the triage, routing, and resolution of incidents and customer requests.
• Working with internal stakeholders and external partners to deliver customer‑focused outcomes.
• Supporting customer deployments, implementation activities, and transitions into support operations.
• Tracking service performance measures and identifying operational risks and trends.
• Developing and maintaining process documentation, workflows, and operating procedures.
• Coaching, onboarding, and mentoring team members.
• Driving process consistency and continuous improvement initiatives.
• Using Power BI and Microsoft Excel to analyse data, identify trends, and generate performance insights.

Personal Attributes

• A confident and approachable people leader.
• Highly organised with strong attention to detail.
• Calm under pressure and comfortable managing competing priorities.
• Customer