Service Delivery Manager

Herotel Business is inviting applications for the Service Delivery Manager position to be based in Tshwane.
This person will report to the Chief Operations Officer.

PURPOSE OF THE ROLE:
The Service Delivery will be responsible to lead and oversee the end-to-end delivery of telecommunications services across the country, ensuring optimal performance from third-party suppliers and vendors and the delivery of these services to the channel partners. This role is responsible for contract governance, SLA compliance, and driving continuous service improvement to meet business and customer expectations.

Key Performance Areas would include, but are not limited to:

Vendor & Supplier Management:

• Oversee all third-party service providers involved in delivery of connectivity, infrastructure, and managed services to direct customers and channel partners.
• Negotiate, implement, and manage contracts and service level agreements (SLAs).
• Conduct regular performance reviews and audits of vendors to ensure compliance and quality.
• Serve as the escalation point for vendor and channel-related service issues.

Service Delivery Oversight:

• Ensure consistent and high-quality service delivery across all clients, direct and channel.
• Monitor KPIs and SLAs to track performance and identify areas for improvement.
• Coordinate with internal teams to align service delivery with business goals.
• Lead service transition/Migration and onboarding of new vendors and channel partners

Operational Excellence:

• Drive standardisation and automation of service processes and initiatives with vendors and channel partners.
• Drive ITIL-based practices for incident, problem, and change management.
• Customer Experience & Relationship Management.
• Ensure customer satisfaction through proactive communication and issue resolution with third parties and channel partners.
• Lead service review meetings and present performance dashboards.

Contract & SLA Governance:

• Maintain a central repository of all vendor contracts and SLA documentation.
• Ensure contractual obligations are met and penalties or incentives are applied appropriately with third parties and channel partners.
• Collaborate with Exco, legal and procurement teams during contract negotiations and renewals.

Team Leadership & Development

• Lead a national team of service delivery professionals.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Provide coaching, mentoring, and performance management.

Key Outputs for this position:

SLA Compliance Reports

• Monthly and quarterly reports showing vendor performance against SLAs

Contract Repository

• Up-to-date documentation of all third-party contracts and amendments

Service Improvement Plans

• Actionable plans to address service gaps and enhance delivery

Vendor Scorecards

• Performance evaluations and strategic recommendations+

Customer Feedback Reports

• Insights from client interactions and satisfaction surveys

Team Development Plans

• Training and succession plans for service delivery staff

The successful candidate must have the following experience/skills: - Work Experience and Competencies:

• Minimum 3 years' experience in service delivery or vendor management in the telecoms industry.
• Strong understanding of SLA frameworks
• Excellent negotiation, communication, and stakeholder management skills.
• Critical thinking
• Strong detailed oriented approach to task execution.

Qualifications

• Grade 12 is required.
• Bachelor's degree in Telecommunications, IT, Business Management or related field
• ITIL certification preferred
• A formal qualification in Project Management would be advantageous.

If interested and meet all requirements, please submit your CV with contactable references and copies of related qualifications.

PLEASE NOTE:

• Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel's Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
• Please refer to our Privacy Policy on our website for further information on how we process personal information.
• If you do not hear from us within 4 weeks, please deem your application as unsuccessful.