Service Delivery Manager - National
Frogfoot Networks (Pty) Ltd
Overview
Lead the Service Delivery function by managing and developing a high-performing team, strengthening customer relationships and driving consistent, efficient delivery outcomes. You will lead customer engagements, monitor service delivery performance, resolve issues, and work closely with internal and external stakeholders to improve the customer experience, operational excellence and overall team performance.
Requirements
- Matric (essential)
- Bachelor's degree (desirable)
- Business Management or Project Management training (desirable)
- FTTx industry-related OEM certification training (desirable)
- Data visualisation application skills training (desirable)
- 4 years' experience in Customer Relationship Management
- 4 years' experience in Service Delivery Management or Project Management
- 4 years' experience managing fulfilment processes within the ISP or FTTx industry
- 4 years' experience working with ISPs, FNOs and contractors in the ISP or FTTx industry
- 4 years' experience working with Service Level Agreements and workflow-oriented reporting
Responsibilities
- Lead, mentor and develop the Service Delivery team to achieve departmental goals and performance targets
- Manage virtual and onsite customer meetings, including presenting delivery performance, addressing feedback and resolving service-related challenges
- Build strong customer relationships and proactively identify opportunities to improve the customer experience
- Monitor team performance, analyse delivery information and use reporting insights to improve output, service quality and operational efficiency
- Ensure agreed policies, procedures, Service Level Agreements and workflow requirements are consistently followed
- Coordinate with internal teams, ISPs, FNOs, contractors and other external stakeholders to achieve service delivery and communication objectives
- Drive innovation, continuous improvement and change initiatives that enhance team performance, customer experience and operational excellence
- Identify, report and mitigate risks throughout the order fulfilment and delivery process
How to apply
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