Service Delivery Manager

SET Recruitment Consultants; Johannesburg; Hybrid; ZAR 650 000 - 900 000; Full time

Job summary

A leading recruitment firm is seeking a Service Delivery Manager in Johannesburg to oversee service delivery supervisors across multiple sites. The role requires strong leadership skills, project management expertise, and a commitment to health, safety, and environmental standards. Candidates should have a relevant technical diploma and substantial experience in managing teams. This position offers a dynamic work environment with hybrid arrangements.

Benefits

Hybrid working arrangement

Company vehicle for site visits

Qualifications

• 5 to 10 years’ work experience in relevant fields.
• Experience in coaching and mentoring teams.
• Ability to manage multiple sites effectively.

Responsibilities

• Manage service delivery supervisors and oversee their performance.
• Conduct quality audits to ensure compliance with HSE standards.
• Supervise execution of new projects and ensure timely updates.

Skills

People Leadership

Site Management

Project Management

Coaching and Mentoring

Education

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

Project Management Qualification

Tools

ISO 9001

Defensive Driving

Level 1 First Aid

Job description

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 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 9001
• 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
  • Site build
  • Site design
  • Site auditing
  • Site maintenance

ENVIRONMENT

• Complies with the current hybrid working arrangement. However, makes practical choices to ensure business continuity, taking guidance from the organisation’s culture and ways of working.
• The job requires the ability to drive long distances (more than 300km), gravel roads & 4x4 roads.