Service Manager

Set and drive the Eastern Cape service operations plan across all regions and major client

Ensure consistent service standards across East London Port Elizabeth/Gqeberha Mthatha

Provide clear leadership to technicians controllers and support staff.

Work with branch and divisional managers to resolve regional service risks quickly

Monitor technician productivity daily including calls completed travel time repeat calls

Drive the required calls-per-technician-per-day target by region and skill level.

Identify underperforming technicians and implement corrective action

Manage leave standby overtime attendance conduct and field professionalism

Ensure technicians are allocated according to skill level geography urgency and machines

Oversee call logging dispatch prioritization escalation and closure discipline.

Reduce calls older than agreed SLA thresholds and investigate root causes.

Drive MTTR improvement first-time-fix improvement and reduction of repeat failures.

Own service recovery for at-risk clients major complaints and critical production accounts

Ensure proper escalation to suppliers where required.

Own service operational performance against monthly gross profit and cost targets.

Monitor parts cost material cost fuel vehicle usage overtime and excessive travel.

Identify loss-making devices contracts and clients and implement remediation plans.

Recommend cost-saving headcount redeployment courier remote support

Support annual budgeting monthly forecasting and operational cost reviews.

Grade 12

Relevant qualification in Business Management Operations Engineering IT or a related field (preferred)

Postgraduate qualification in business or operations management (advantageous)

ITIL Foundation or practical service management experience (advantageous)

Project management qualification or proven project delivery experience (advantageous)

Power BI / reporting capability (advantageous)

8 years in service operations managed services office automation or technical field service

5 years in a service leadership role managing field technicians or multi-disciplinary service teams

Managed Print Services Office Automation Production Print or technical equipment environment strongly preferred

Proven experience managing service cost productivity SLA performance and client escalations

Valid South African drivers licence (essential)

Willingness and ability to travel across the Eastern Cape regularly

Availability for critical after-hours escalations when required