Service Assurance Manager

7 months ago


Midrand, South Africa Nexio Full time

**ROLE PURPOSE**
Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey

Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.

At Nexio, we have identified five major reasons why our people want to work for us:

- They get rewarded for their efforts
- They have opportunity to work with high energy team
- They form part of the Vodacom/Vodafone Group
- There are opportunities to grow their careers
- They build trust and Lead with a competitive culture.

The Service Manger is responsible for Services provided to customers who are selected based on their high Service Level Agreements on their strategic value to the business, monetary spend, number of sites, network complexity and a high demand for a focused group to manage these sensitive accounts.

The Service Assurance Manager is responsible for managing a team of engineers that cover all aspects of Service Desk, Service Assurance and Provisioning.

The Service Assurance Manager is responsible for ensuring the consistent and reliable delivery of IT services to meet the needs of the organization. This role involves monitoring service performance, managing incidents, and coordinating with various teams to maintain high standards of service delivery. The Service Assurance Manager will play a critical role in identifying areas for improvement and implementing strategies to enhance service quality and customer satisfaction.

**ROLE REQUIREMENT**
- Managing a team of engineers that cover all aspects of service Desk, Service Assurance and Provisioning.
- This team manages a unique selection of customers with services that include MPLS networks, VoIP, Video Conferencing and Hosting across Sub-Saharan Africa.
- Managing day to day operations of the team includes ensuring that they pick up and manage incidents and service requests timeously, providing prompt feedback to customers and suppliers, escalating with our supplier’s, ensuring SLA is met and delivering the highest level of service in the industry.
- To ensure that both soft skills and technical training is conducted, coaching the agents and ensuring they pursue further studies to progress in their careers.
- Setting KPI’s, conducting performance appraisals, performance management, disciplinarians, dismissals and recruitment.
- Prepare and present regular service performance reports to management.
- Maintain accurate documentation of service assurance processes and procedures.
- Act as the primary point of contact for service-related issues and escalations.
- Maintain strong relationships with key stakeholders and customers.
- Conduct regular service reviews with customers to gather feedback and ensure their needs are being met.
- Manage and resolve major incidents to minimize impact on business operations.
- Coordinate with IT teams and stakeholders to ensure timely resolution of incidents.
- Conduct post-incident reviews and root cause analysis to prevent recurrence

**PROFESSIONAL COMPETENCIES**
- Detail-oriented with a strong focus on quality.
- Proactive and able to work independently.
- Strong leadership and team management abilities.
- Customer-focused mindset with a commitment to service excellence.
- Strong understanding of IT service management frameworks (e.g., ITIL).
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to manage multiple priorities and work under pressure.
- Proficiency in using service management tools and software.

**QUALIFICATIONS & EXPERIENCE**
- Matric Certification (essential)
- 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (preferred)
- ITIL certified
- 5+ years on an ICT Service Desk environment
- 3+ years’ experience in managing a team within a technical environment


  • Assurance Manager

    15 hours ago


    Midrand, South Africa Jurumani Solutions Full time

    Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions. Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve...


  • Midrand, South Africa Vodafone Full time

    **Role purpose**: The Specialist Billing Assurance role is based within the Financial Services business unit. Ensure valid, complete, timeous, and accurate billing of VFS customers and reporting thereof. Ensure that functionality developed and deployed in test, pilot, and production environments fulfill the business requirement, is delivered on time and...


  • Midrand, South Africa Sanlam Full time

    **Who are we?** MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella - all managed online. We are passionate about our...

  • Case Manager

    7 months ago


    Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** A vacancy exist for a Case Manager - Revenue Assurance in the FTTH REVENUE ASSURANCE BILLING COE department at our Vodacom Cape Town Client. The incumbent will form part of the team that is responsible for the day-to-day revenue assurance operational activities relating to assessing revenue processes and procedures related risks and the...


  • Midrand, South Africa Jurumani Solutions Full time

    Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions. Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve...


  • Midrand, South Africa MSD Full time

    Our Quality Assurance group ensures every single material inside our products is manufactured, processed, tested, packaged, stored and distributed aligned with our incredibly high standards of quality and meets all regulatory requirements. Partnering across our internal manufacturing facilities, external contract manufacturers and suppliers we create an...


  • Midrand, South Africa McCormick & Company Full time

    **Position**: Quality Assurance Manager **Based**: Midrand, South Africa Position Overview To manage the Quality Assurance and Site Food Safety activity at the McCormick South Africa Plant. Accountability for the Quality Assurance Budget of approx. R9.5 million per year of which approx. R3.8 million is an outside spend with external laboratories. To...


  • Midrand, South Africa Fidelity Services Group Full time

    **Position**: Quality Assurance Manager **Region**: Fidelity Cash Solutions **Reporting to**: Fidelity Cash Solutions Managing Executive **Overall Purpose of the Job**: **Minimum Qualifications and Experience**: - Certified Quality Assurance Auditor ISO 9001:2015 and must have attended and passed the following ISO courses: - ISO 9001:2015 Quality...


  • Midrand, South Africa Vodafone Full time

    **.**: **When it comes to growing Talent, we're number 1.** The number 1 Top Employer in South Africa. Certified by the Top Employer Institute 2024. **Role Purpose/Business Unit**: The Specialist: Quality Assurance is responsible for developing and executing tests to ensure code and capability quality. This role is responsible for reviewing business...


  • Midrand, South Africa NEOC People Full time

    Our client is looking for a Quality Assurance Pharmacist with the responsibility to oversee all key elements of the Quality Management System (QMS) and monitor its effectiveness. The role ensures quality standards and current procedures meet regulations for GxP. The QA Pharmacist coordinates and liaises with other Departments to ensure a strong Quality...

  • Product Owner

    1 week ago


    Midrand, South Africa CaseWare Africa Full time

    he Product Owner - Assurance role is to enable and achieve team delivery of audit and assurance software and content. The Product Owner acts as the bridge between the business and the development team and works closely with the Product Manager and clients to understand the vision and requirements for the product and develop the necessary Agile-oriented...


  • Midrand, South Africa Coca-Cola Beverages Africa Full time

    **Key Duties & Responsibilities**: - Participate and Facilitate Quality Focused Improvement - Compile and issued reports - Provided Quality Assurance support service - Coached and Training customers - Audited work processes - Delegated and monitored work activities - Solved situational problems - Managed own development and performance - Maintain line...


  • Midrand, South Africa LightWare LiDAR Full time

    **MAIN PURPOSE**:To ensure the company and customer quality standards are met. **DUTIES**: - Implement and maintain a rigorous incoming goods inspection process; - Conduct an incoming goods inspection on all incoming goods and components; - Liaise with the Supply Chain Manager on component quality concerns; - Maintains a complete, accurate and up to date...


  • Midrand, South Africa Coca-Cola Beverages Africa Full time

    **Key Duties & Responsibilities**: - Participate and Facilitate Quality Focused Improvement - Compile and issued reports - Provided Quality Assurance support service - Coached and Training customers - Audited work processes - Delegated and monitored work activities - Solved situational problems - Managed own development and performance - Maintain line...


  • Midrand, South Africa Full Circle Resourcing Full time

    **Quality Assurance Pharmacist - Johannesburg North - iS0QW98VR56M** **POSITION**:Permanent **COMMENCEMENT**: As soon as possible **Description**: Implement and maintain all elements needed to ensure compliance with Quality Assurance principles and systems as per regulatory, cGMP, Pharmaceutical Industry Guidelines and ISO 9000 requirements. **MINIMUM...


  • Midrand, Gauteng, South Africa Autorecruit Full time

    Job DescriptionWe are seeking a highly skilled Quality Assurance Specialist to join our team at Autorecruit.ResponsibilitiesInspect vehicles for defects in bodywork and paint, ensuring that all repairs meet safety and manufacturer standards.Measure and verify the proper alignment and dimensions of vehicles using specialized tools.Document findings and keep...


  • Midrand, South Africa Siemens Energy Full time

    **Division**: Controlling and Finance **Primary Location**: Preferred Portugal, Sovakia, Brazil, South Africa or other Best Cost Country **Assignment Category**: Full-time regular **Experience Level**: Mid level **Education Required Level**: Bachelor's Degree **Job Summary**: Increased IT security threats, changes in legislation, the continuous demand for...


  • Midrand, South Africa Full Circle Resourcing Full time

    Our client requires the services of a **Delivery Assurance Manager **(**Entry) - **Midrand/Menlyn/Rosslyn/Home Office rotation. - **Amazing brand with cutting-edge technology**: - **Excellent teams in Global team collaboration**: - **High work-life balance with Flexible hours**: - **Agile working environment** **POSITION**:Contract until December...


  • Midrand, South Africa Dante Personnel Full time

    Gauteng, Midrand - Monthly Cost To Company (Market related, Negotiable) Pharmaceutical company is seeking an experienced Quality Assurance Assistant **Minimum requirements**: - Grade 12 essential - Qualified Pharmacist Assistant - Knowledge of cGxP regulations - 3 + years experience in QA and QC - Assist the QA department with internal and external audit...

  • Service Manager

    7 months ago


    Midrand, South Africa Fidelity Services Group Full time

    **Overall purpose of the job**:The overall purpose of this position would be related to the technical support functionality in the region as well as fulfilling a role as Site supervisor for technical installations as and when required. The incumbent is accountable for ensuring the necessary proof of work that was conducted handed in and attached to each job...