Service Manager

Empact Group; Gauteng; On-site; ZAR 600,000 - 850,000; Full time

Job summary

Empact Group in South Africa seeks a Service Manager to oversee service delivery operations, enhancing quality and efficiency across all service functions. You will focus on optimizing customer satisfaction and streamlining processes, positioning you as a key driver of service excellence.

Lead the service delivery team, develop management strategies, monitor KPIs, and collaborate with cross-functional teams to ensure seamless client outcomes and continual improvement.

Qualifications

• Proven track record in service management or similar role.
• Strong leadership abilities with experience managing teams.
• Excellent communication and interpersonal skills.
• Ability to analyze service performance data to inform decisions and drive improvements.
• Proficiency in service management software and tools.
• Customer-centric mindset focused on enhancing client experiences.
• Strong problem-solving and proactive approach to service challenges.

Responsibilities

• Lead and manage the service delivery team to ensure high standards of customer care are met consistently.
• Develop and implement service management strategies aligned with organizational goals and customer needs.
• Monitor service metrics and KPIs to identify areas for improvement and implement corrective actions as necessary.
• Foster strong relationships with clients, ensuring their needs are understood and addressed effectively.
• Coordinate with cross-functional teams to guarantee seamless service delivery and client satisfaction.
• Review and refine service protocols and procedures to enhance operational efficiency.
• Handle escalated service issues and complaints in a professional and timely manner.
• Provide training and development for team members to improve service delivery skills and knowledge.

Skills

Leadership

Client relations

Communication

Data analysis

Service management software

Customer-centric

Proactive problem solving

Education

Bachelor's degree in Business/Management

Tools

Service management tools

Job description

As a Service Manager, you will oversee and enhance service delivery operations, ensuring quality and efficiency across all service functions. This role focuses on optimizing customer satisfaction and streamlining processes, positioning you as a key player in driving service excellence and team performance.

Key Responsibilities

• Lead and manage the service delivery team to ensure high standards of customer care are met consistently.
• Develop and implement service management strategies that align with organizational goals and customer needs.
• Monitor service metrics and KPIs to identify areas for improvement and implement corrective actions as necessary.
• Foster strong relationships with clients, ensuring their needs are understood and addressed effectively.
• Coordinate with cross-functional teams to guarantee seamless service delivery and client satisfaction.
• Review and refine service protocols and procedures to enhance operational efficiency.
• Handle escalated service issues and complaints in a professional and timely manner.
• Provide training and development for team members to improve service delivery skills and knowledge.

Requirements

• Proven track record in service management or a similar role within a customer-focused environment.
• Strong leadership abilities with demonstrated experience managing teams effectively.
• Excellent communication and interpersonal skills to build rapport with clients and colleagues.
• Ability to analyze service performance data to inform decision-making and drive improvements.
• Proficiency in service management software and tools relevant to service delivery oversight.
• A customer-centric mindset with a commitment to enhancing client experiences.
• Strong problem-solving skills and a proactive approach to service challenges.

Preferred Qualifications

• Relevant degree in Business, Management, or a related field.
• Experience in the Cleaning hygiene and similar industry, with knowledge of its unique service delivery dynamics.
• Familiarity with project management principles and tools.