Service Manager

About the role

We are seeking a perceptive, detail‑oriented Service Manager to lead and oversee our Johannesburg service department and technical team. The role involves hiring, evaluating, and managing technical staff while refining policies and ensuring operational efficiency.

Key responsibilities

• Delegate and direct daily service tasks, monitor project progress, track team productivity, and manage technical strategy across local, cross‑border, coastal, and printing/machine repairs.
• Conduct bi‑annual KPI reviews, audit work quality, and submit monthly productivity reports to the Technical Director and HR.
• Oversee technician scheduling, leave management, territory coverage, and planning for local and cross‑border trips.
• Drive high customer service levels, perform site visits, resolve escalated client complaints, and implement preventative measures.
• Review and submit monthly cost‑of‑sales reports, oversee pricing policies, labor rates, extra revenue forecasts, and assist with annual budgets and debtors collection.
• Oversee contract negotiations/renewals, collaborate with the Admin Manager to streamline service desk productivity, and manage BPO third‑party vendor integration.
• Maintain daily liaison with the Technical Director and work closely with Finance, Admin, Stores, Sales, HR, Risk, and Procurement.

Required profile

• 3‑5 years of experience in a Service Manager or Technical Management role.
• Grade 12/Matric required; BCom in Management/Business or a Technical Diploma/Degree preferred.
• Proven experience managing technical teams of 10+ technicians and driving engineering/installation project workflows.
• Strong organizational, multi‑tasking, problem‑solving, communication, analytical, and financial acumen.

Required skills

• Proficiency in MS Word, Excel, Outlook, and PowerPoint.