Strategic Key Accounts Lead – Security & Service Delivery

Bidvest Protea Coin; Centurion; On-site; ZAR 550,000 - 750,000; Full time

Job summary

Bidvest Protea Coin is seeking a Client Relationship Manager in Centurion to steward key accounts, including Vodacom, and to align client expectations with service delivery. You will oversee SLA/KPI performance, coordinate across operations, and provide insightful reporting to drive improvements.

This role requires strong stakeholder management, excellent communication, and a data-driven approach to continuously enhance client value and satisfaction within security/operational environments.

Qualifications

• Matric (Grade 12) – essential
• Relevant tertiary qualification – advantageous
• Minimum 5 years’ experience in key account client relationship management within security or related operational environments
• Proven experience managing high-value or corporate clients
• Strong understanding of security operations, SLAs, and KPI management
• Experience working across multi-functional teams and dispersed sites
• Experience in Data Analysis/Reporting
• Basic knowledge or exposure to software development – advantageous
• Basic understanding of cybersecurity and information security principles – advantageous
• Valid driver’s license

Responsibilities

• Act as the primary point of contact for assigned clients (e.g. Vodacom and key stakeholders).
• Build, maintain, and grow strong professional relationships with client representatives.
• Drive client satisfaction through structured engagement, feedback mechanisms, and regular service reviews.
• Manage and align client expectations with operational capabilities and contractual scope.
• Monitor and ensure delivery against agreed SLAs and KPIs.
• Track service performance and escalates operational gaps to relevant teams.
• Ensure operational outputs meet client standards and contractual requirements.
• Follow up on incidents to ensure timely resolution and client feedback.
• Serve as the central coordination point between operations, tactical teams, control room, and support functions.
• Facilitate cross-functional collaboration to ensure aligned and efficient service delivery.
• Communicate client requirements clearly to all operational stakeholders.
• Assist in the Preparation of, review, and present weekly and monthly client reports.
• Provide structured insights on performance, incidents, risks, and improvement initiatives.
• Lead and participate in client meetings, operational reviews, and internal engagements.
• Ensure accurate and timeous communication of escalations and key developments.
• Manage client-facing communication during incidents and critical events.
• Ensure thorough investigation, documentation, and closure of incidents.
• Coordinate corrective and preventative actions with operational teams.
• Analyse service trends, incident data, and response metrics.
• Identify performance gaps and drive continuous improvement initiatives.
• Track action plans and ensure completion within agreed timelines.
• Contribute to service improvement strategies and client engagement plans.
• Identify opportunities to enhance service delivery and client value.
• Support operational planning through client insights and feedback.

Job description

Bidvest Protea Coin is seeking a Client Relationship Manager in Centurion to steward key accounts, including Vodacom, and to align client expectations with service delivery. You will oversee SLA/KPI performance, coordinate across operations, and provide insightful reporting to drive improvements.

This role requires strong stakeholder management, excellent communication, and a data-driven approach to continuously enhance client value and satisfaction within security/operational environments.