Service Manager

ROLE PURPOSE The Service Manager is accountable to the Manager: Service Management and performs the day-to-day operational and managerial tasks demanded by the process activities. In general, the Service Manager has: Visibility at a management level within Vodacom Business and in the Customer environment Awareness of the Customers business priorities, objectives and business drivers Awareness of the role Vodacom Business plays in enabling the Customers business objectives to be met Customer service delivery is critical to the success of our customers' businesses. The Service Manager will be responsible for ensuring that all aspects of customer service are delivered to a high standard, including: Providing exceptional customer service through effective communication and problem-solving skills Managing and resolving customer complaints and issues in a timely and professional manner Developing and maintaining relationships with key stakeholders, including customers, suppliers and internal teams Identifying and escalating potential risks or issues that may impact the delivery of customer service. In addition to these responsibilities, the Service Manager will also be responsible for: Coordinating and managing the day-to-day activities of the team, ensuring that all tasks are completed efficiently and effectively Managing and controlling budgets and resources to ensure that the team is operating within agreed financial parameters Developing and implementing process improvements to increase efficiency and reduce costs Providing training and coaching to team members to enhance their skills and knowledge. The ideal candidate will have: A degree in a relevant field (e.g., business, management, IT) At least 3 years' experience in a customer-facing role or service delivery environment Strong communication and interpersonal skills Ability to work independently and as part of a team Strong problem-solving and analytical skills Ability to prioritize tasks and manage multiple projects simultaneously. The Service Manager will be required to: Work flexible hours, including evenings and weekends Travel occasionally for business purposes.