Service Manager

About the role

The Service Manager will lead the Managed Services function, defining and delivering a scalable service delivery framework across products, customer services and internal services. This senior role reports to the Head of Delivery and is based in South Africa.

Key responsibilities

• Accountable for system uptime, SLA/XLA compliance, and continuous service improvement using ITIL processes.
• Define service catalog, SLA frameworks, and manage cost of service reporting.
• Develop commercial models, manage annuity invoicing and drive OpEx budget optimisation.
• Oversee partner and service provider relationships, ensuring contractual compliance and escalation handling.
• Lead and mentor a high‑performing service management team, set KPIs and foster cross‑functional collaboration.
• Maintain service risk register, ensure compliance with ISO 27001 and data privacy regulations.

Required profile

• Degree in Business, Engineering or Technology from a recognised institution.
• Professional certifications such as PMP, Prince2 and ITIL are highly preferred.
• Proven experience in service delivery management, agile project management and large‑scale cloud implementations.
• Strong background in people change management and systems analysis & design.

Required skills

• ITIL service management processes
• PMP / Prince2 project management
• Agile methodology
• Cloud solution implementation (Google Cloud, AWS, Microsoft Azure, Oracle)

What we offer

• Leadership role with significant influence on global growth.
• Opportunity to work with Tier‑1 enterprise customers across EMEA.
• High‑impact engagement during rapid international expansion.