Service Delivery Lead — Customer Experience & Ops

Frogfoot Networks (Pty) Ltd; Wes-Kaap; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Frogfoot Networks (Pty) Ltd in South Africa seeks a Service Delivery Manager to lead the Service Delivery team, develop high-performing staff and strengthen customer relationships to drive consistent, efficient delivery outcomes.

You will oversee customer engagements, monitor performance, resolve issues and collaborate with internal and external stakeholders to improve the customer experience, operational excellence and overall team performance.

Qualifications

• 4 years' experience in Customer Relationship Management.
• 4 years' experience in Service Delivery Management or Project Management.
• 4 years' experience managing fulfilment processes within the ISP or FTTx industry.
• 4 years' experience working with ISPs, FNOs and contractors in the ISP or FTTx industry.
• 4 years' experience working with Service Level Agreements and workflow-oriented reporting.

Responsibilities

• Lead, mentor and develop the Service Delivery team to achieve departmental goals and performance targets.
• Manage virtual and onsite customer meetings, including presenting delivery performance, addressing feedback and resolving service-related challenges.
• Build strong customer relationships and proactively identify opportunities to improve the customer experience.
• Monitor team performance, analyse delivery information and use reporting insights to improve output, service quality and operational efficiency.
• Ensure agreed policies, procedures, SLAs and workflow requirements are consistently followed.
• Coordinate with internal teams, ISPs, FNOs, contractors and other external stakeholders to achieve service delivery and communication objectives.
• Drive innovation, continuous improvement and change initiatives that enhance team performance, customer experience and operational excellence.
• Identify, report and mitigate risks throughout the order fulfilment and delivery process.

Skills

CRM

Service Delivery

Project Management

Stakeholder Engagement

Data Visualization

Power BI

Leadership

Communication

Team Leadership

Education

Matric

Bachelor's degree

Business Management/PM training

FTTx OEM certification training

Data visualization training

Tools

MS Power BI

MS Office Suite

Job description

Frogfoot Networks (Pty) Ltd in South Africa seeks a Service Delivery Manager to lead the Service Delivery team, develop high-performing staff and strengthen customer relationships to drive consistent, efficient delivery outcomes.

You will oversee customer engagements, monitor performance, resolve issues and collaborate with internal and external stakeholders to improve the customer experience, operational excellence and overall team performance.