Command Centre Service Manager

We are partnering with an established South African payments and digital-infrastructure organisation whose services enable secure reliable movement of money across the economy. This is an opportunity to lead a customer-focused operations function where resilience clear communication and high-quality service directly matter.

1. Strengthen service assurance: Establish clear monitoring reporting and escalation routines that keep stakeholders informed of SLA performance incidents outages and planned changes.
2. Improve incident and query resolution: Lead effective incident and bridge-call coordination ensuring customer queries and service requests are resolved within the required turnaround time and lessons learned are embedded.
3. Lead customer-focused operational improvement: Use customer escalations service-quality measures and trend analysis to prioritise improvements that enhance experience and confidence.
4. Build a high-performing Command Centre team: Coach team leaders and staff create clear goals and operating disciplines and promote a resilient inclusive and accountable culture.
5. Advance operational resilience: Strengthen disaster-recovery business-continuity risk and compliance practices across critical services and operational change.
6. Enable sustainable change: Lead internal initiatives documentation and process improvements that align the team to medium-term operational and business outcomes.