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.

Requirements

· 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 driver's licence (essential)

· Willingness and ability to travel across the Eastern Cape regularly

· Availability for critical after-hours escalations when required