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Head of Maintenance

1 month ago

Randburg, Gauteng, South Africa Flink Recruitment Full time

Our client, a leading telecommunications / ICT company, is seeking a Head of Maintenance & Managed Services to oversee service quality, drive process improvements, and manage a technical team. This role focuses on ensuring SLA compliance, optimizing performance metrics, handling client and supplier contract renewals & negotiations, and improving overall service delivery. Strong leadership, strategic thinking, and technical expertise in telecom / ICT operations are essential.

BRIEF SUMMARY :

Remote (SA-based) | International Exposure

Salary : R700,000 - R900,000 per annum (negotiable)

Experience: Experience in telecom / ICT industry required

Qualifications:

  • Strong understanding of Quality Management Systems (QMS), ISO9001
  • Hands-on or strategic leadership experience in managed services & maintenance
  • Proven track record in contract renewals and supplier negotiations

If you're a results-driven leader with a passion for service excellence, apply today

JOB PROFILE

Role Responsibilities

  • Accountability for the quality of service
  • Continuous inputs to processes improvement and governance of QMS for M&MS
  • Improve customer satisfaction and perception by delivering continuous service
  • Improve and positively address any areas of underperformance

Reporting

  • Ensure all customer operations performance is aligned with budgets, strategy, service catalogue
  • Provide monthly reporting and analysis around revenue and time logged to ensure none are below the expected ratio
  • Own the resource planning, allocation and team management for the Maintenance & Managed Services team
  • Coach, mentor, motivate and supervise team members and influence them to take positive action and accountability for their assigned work
  • Cascade and enforce all policies and processes with team members
  • Attend management meetings, annual events, and other activities directed by the CEO.
  • Flexibility to travel as required for customer meetings
  • Awareness and compliance of ISO9001, UK GDPR regulations
  • Any other duties as required

Skills & Knowledge

  • Must have held a similar position in the Telecom Industry
  • Commercially aware and politically astute
  • Highly customer focused and client-facing with a solution-oriented mindset
  • Demonstrates sound judgement, able to assess situations and make sound conclusions decisions
  • Persuasive, encouraging and motivating
  • Ability to elicit cooperation from a wide variety of sources
  • Strong interpersonal skills with a professional attitude
  • Excellent presentation and communication skills
  • Tenacious, self-motivated and quality-minded
  • Decisive and results focused
  • Meticulous, structured with excellent attention to detail
  • Strong technical background
  • Adaptable, can conform to shifting priorities, demands and timelines whilst retaining control

SPECIFICS

  • Weekly 1-on-1 with direct reports
  • Monthly department call
  • Monthly / ad hoc operational review calls with major customers
  • Maintenance renewal negotiation calls
  • Ad hoc customer escalation calls
  • Own M&MS ratio
  • Review Revenue / Costs / Time Booking / # Tickets / SLA
  • Update QBR for M&MS
  • Update QSR for M&MS
  • Create proposals and POs
  • Tracking holidays, on-call rota, on-call/overtime payments, customer communications, enhanced services / EOL
  • Review new customer contracts and updates to existing customer contracts
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