Senior Customer Services Manager

HENSOLDT South Africa; Centurion; On-site; ZAR 1,200,000 - 2,000,000; Full time

Job summary

HENSOLDT South Africa seeks a Senior Customer Services Manager to drive knowledge, product management and service performance. You will lead cross-functional improvements and governance, aligning processes with customer satisfaction and profitability.

Key focus areas include knowledge assets, lifecycle management, and strategic programme delivery across service operations in South Africa.

Qualifications

• Minimum 8 years’ management experience in customer services.
• Minimum 5 years’ experience in knowledge and product management in technical environments.
• Experience leading cross-functional service-improvement initiatives.
• Experience in Product Lifecycle Management and SLA management.

Responsibilities

• Develop and optimise customer services strategies and governance.
• Establish knowledge assets and structured repositories.
• Analyse service performance and drive process improvements.
• Manage customer requirements and SLA across service lifecycle.
• Lead multidisciplinary teams and strategic programmes.

Skills

Knowledge-Centred Service

Knowledge Repository Management

Product Lifecycle Management

Service Delivery Management

CRM Systems

SLA Management

Business Process Design

Lean Six Sigma

BI & Data Analytics

Service Performance Reporting

ERP Systems

Ticketing & ESM Systems

Change Management

Operational Risk Management

Financial Planning & Budgeting

Project & Programme Management

Stakeholder Management

Leadership & Teams

Education

NQF Level 7 qualification in Commerce/Technical field

Job description

About The Role

The Senior Customer Services Manager leads the development, governance and continuous improvement of Customer Services knowledge, products, processes and service performance. The role integrates knowledge management, product lifecycle management, business intelligence and service optimisation to improve operational effectiveness, strengthen the customer experience and increase business profitability.

Qualification and experience

• Minimum NQF Level 7 qualification in Commerce, a technical field or a related discipline.
• Minimum 8 years’ management experience in customer services, stakeholder management and operational leadership.
• Minimum 5 years’ experience in knowledge and product management within a technical or engineering environment.
• Experience leading cross-functional service-improvement initiatives.
• Experience in Product Lifecycle Management, programme management, Service Level Agreement management, service management and customer services.
• Experience managing and implementing strategic programmes, business processes and organisational change.

Key technical skills

• Customer Services Management
• Knowledge-Centred Service Methodologies
• Knowledge Repository Management
• Technical Knowledge Integration
• Product Lifecycle Management
• Technical Product Management
• Service Delivery Management
• Customer Relationship Management Systems
• Contract and Service Level Agreement Management
• Business Process Design and Optimisation
• Lean Six Sigma Methodologies
• Business Intelligence and Data Analytics
• Service Performance Measurement and Reporting
• Enterprise Resource Planning Systems
• Ticketing and Enterprise Service Management Systems
• Change Management
• Operational Risk Management
• Financial Planning and Budget Management
• Project and Programme Management

Key responsibilities

Customer Services Strategy and Operational Excellence

Develop and optimise Customer Services strategies, product capabilities, performance frameworks and governance practices across the service environment to improve operational delivery and benefit realisation, resulting in increased customer satisfaction, service efficiency and business profitability.

Knowledge Management and Service Enablement

Establish and govern organisational knowledge assets through structured methodologies, controlled repositories and the integration of technical information to make service knowledge accessible and reusable, resulting in consistent service delivery and strengthened organisational capability.

Business Intelligence and Process Optimisation

Analyse service performance, operational trends and key performance indicators across Customer Services to identify and implement targeted process improvements, resulting in better decision-making, improved service delivery and stronger business performance.

Customer and Contract Management

Manage customer requirements, contractual performance and Service Level Agreements across the service lifecycle to align stakeholder expectations with operational delivery, resulting in stronger customer relationships, improved compliance and measurable service improvements.

Leadership and Strategic Programme Delivery

Lead multidisciplinary teams, strategic projects and organisational-change initiatives through effective resource allocation, performance management and capability development to build sustainable service-management capacity, resulting in successful programme delivery and long-term business performance.

Our recruitment values

HENSOLDT South Africa focuses on diversity, equity, and inclusion in our organisational strategy. We are committed to building a diverse and inclusive corporate culture that benefits our employees and delivers better outcomes for our clients. In line with our commitment to equal employment opportunities and our focus on diversity in the operational environment, we welcome applications from all ethnic groups. In line with HENSOLDT's commitment to equal employment opportunities and our focus on diversity in the operational environment, preference will be given to suitable candidates from designated groups.

Application Deadline

26 October 2026.