Technical Relationship Manager

Afrizan Personnel; Midrand; On-site; ZAR 700,000 - 900,000; Full time

Job summary

A leading technology company in South Africa is seeking a skilled Technical Relationship Manager. In this role, you will manage client relationships, ensure service excellence, and handle escalations. Ideal candidates will have at least 10 years in ICT, exceptional communication skills, and necessary certifications. This is a senior position requiring proven experience in managing complex accounts.

Responsibilities

• Single point of contact for service-related matters.
• Lead service reviews and billing discussions.
• Drive customer satisfaction and resolve escalations.
• Ensure adherence to SLAs and KPIs.
• Identify and mitigate revenue leakage.

Skills

Client relationship management

Customer satisfaction

Conflict resolution

Technical support

Education

3-year IT / Networking qualification

CCNP certification or equivalent

ITIL v3 or v4 certification

Job description

Overview

Are you a seasoned service delivery expert with a passion for building strong client relationships in complex IT and telecoms environments?

A leading technology company is looking for a highly skilled Technical Relationship Manager to join their team. This senior-level role is ideal for someone who thrives in high-pressure, customer-facing environments and has a solid track record in managing high-value, complex client accounts.

Responsibilities

• Act as the single point of contact for all service-related matters for key enterprise clients
• Lead monthly and quarterly service reviews, billing discussions, and strategic account health checks
• Drive customer satisfaction through proactive service management and rapid resolution of escalations
• Ensure adherence to contractual SLAs and KPIs, including proactive CSIP and root cause analysis reporting
• Identify and mitigate revenue leakage while supporting upsell and cross-sell opportunities
• Collaborate with internal technical and delivery teams to ensure consistent service excellence

Qualifications

• A minimum of 10 years in the ICT sector, including at least 3 years in telecoms
• At least 5 years of direct customer relationship management experience
• Solid technical foundation with a minimum CCNP certification or equivalent
• ITIL v3 or v4 certified
• Exceptional interpersonal, communication, and conflict resolution skills
• Strong understanding of SLA and contract management
• Proven experience in technical support and fault resolution
• A formal 3-year IT / Networking qualification is essential

EE Disclaimer

All positions will be filled in accordance with the company's Employment Equity plan. We encourage people with disabilities to apply.

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