Service Delivery Manager

Set Consulting; Gauteng; Hybrid; ZAR 50 000 - 70 000; Full time

Job summary

A service management company is seeking a Service Delivery Manager in Gauteng to oversee a team of supervisors in Infrastructure Deployment. The role includes managing quality standards, ensuring safety compliance, and supervising new projects across multiple sites. Candidates should possess relevant technical education and extensive experience in project and team management. This position offers a hybrid work arrangement and requires driving capabilities along challenging terrains.

Qualifications

• 5 to 10 years' work experience in relevant fields.
• Experience in site build, design, maintenance, and auditing.
• Ability to drive long distances, including gravel and 4x4 roads.

Responsibilities

• Manage service delivery supervisors and oversee project execution.
• Ensure compliance with health, safety, and environmental standards.
• Perform audits and manage quality standards across sites.

Skills

People Leadership

Team management

Project management

Coaching and Mentoring

Site auditing

Quality management

Education

Relevant National Technical Diploma (N4 / N6 or S4 / S6)

Project management qualification

Tools

ISO certification

Level 1 First Aid

Defensive Driving

Job description

Job Title: Service Delivery Manager

Location: South Africa

Department: Net Ops South Africa

Reports To: Head of Power Deployment / Infrastructure Deployment

Summary

To manage a team of service delivery supervisors (SDS) in Infrastructure Deployment.

To manage a multiple-site portfolio and be responsible for operational activities of the site service delivery supervisors, including performance standards and adherence to quality and HSE standards.

Data controls and management, trend analysis, optimize network performance in collaboration with national and international stakeholders.

To ensure work is distributed to the various service delivery managers as required.

To supervise the execution of new projects.

As part of the collaborative project team, comprising of Technicians, specialists and Project Managers from multiple functions that could be based locally and internationally.

Essential duties

Supervision of new project execution

Assigns all work to the direct reports and ensures that all activities and hold points are attended by them.

Ensures that the service delivery supervisors update the SA systems as projects progress in a professional and timely manner.

Ensures that the direct reports complete all relevant project documentation on the SA systems.

Performs site inspections and ensures all relevant quality standards are adhered to by vendors.

Responsible for performance reviews and the management of the team, as per the SA performance management processes.

HSE compliance

Ensures the direct reports perform regular health, safety and environment (HSE) checks.

Performs audits on SA sites and Vendors and Service Providers maintaining a level of compliance that will facilitate the success of annual audits by National and possibly international auditors, both internal and external.

Ensures compliance with company's HSE policies and standards.

Relationship management with landlords

Responsible for the supervision of the team and their interaction with the landlords.

Attends to landlord queries when the SDS requires support.

Resolves landlord-related queries raised by the SDS and / or by the infrastructure PMs, Property team, the corrective and preventative maintenance teams (Power & Tower).

Management of customer queries, complaints and investigations

Attends to all customer queries and routes them to the relevant internal stakeholders for resolution.

Resolves issues and updates all relevant stakeholders on all relevant information required.

Assists with Utilities investigations when required, and identifies the relevant direct report to assist with the investigation.

Quality management

Ensures work performed by the direct reports and by all third‑party contractors is completed as per the required quality standards.

Performs site quality audits to ensure that contractors and the service delivery supervisors and project managers are complying with HSE requirements and the quality standards.

Verifies the correct installation of equipment and assets by performing audits against the SOW and installation specification documents.

Ensures assets are captured accurately in the ATP documentation for asset creation by performing regular quality checks.

Completes relevant audit documentation.

Provides feedback on findings and remedial action to the line manager (either the Head of Power Deployment or the Head of Infrastructure Deployment).

Data capturing, Monitoring, Management and Trend Analysis

Accountable for the compilation and submission of all required reports to the line manager (either the Head of Power Deployment or the Head of Infrastructure Deployment).

Supervisory responsibilities

Supervise and manage the performance of Service Delivery Supervisors.

Qualifications

Relevant National Technical Diploma (N4 / N6 or S4 / S6) or relevant three‑year degree

Project management qualification is an advantage

HSE Practitioner

ISO

Fall arrest

Defensive Driving

Certifications: Level 1 First Aid

Education and experience

5 to 10 years' work experience required, which includes :

People Leadership

Team management – Coaching and Mentoring

Project management

Project management

Site build

Site design

Site auditing

Site maintenance

Environment

Complies with the current hybrid working arrangement.

The job requires the ability to drive long distances (more than km), gravel roads & 4x4 roads.

However, makes practical choices to ensure business continuity, taking guidance from the organisation's culture and ways of working.

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