Commercial Services Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Dariel Full time R1 200 000 - R3 600 000 per year

About the Company

  • We're Hiring: Manager – Commercial and Service Management
  • Location: Melrose Arch
  • Type: Full-time / Hybrid

About the Role

Are you commercially astute, customer-obsessed, and passionate about driving growth while delivering exceptional service? We're looking for a Manager: Commercial and Service Management to lead our commercial strategy and service excellence initiatives.

This role is pivotal in balancing revenue generation with operational performance, ensuring financial discipline, and fostering long-term client relationships through outstanding service delivery. This role is a creation of a hybrid operational and sales role aimed at growing managed operations and expanding the commercial footprint.

Responsibilities

Commercial Management

  • Build and maintain a qualified sales pipeline to meet growth targets.
  • Manage contract lifecycles, renewals, commercial reviews and escalations.
  • Ensure accurate invoicing and eliminate billing leakage.
  • Strengthen customer relationships to reduce churn and drive expansion.
  • Deliver timely commercial reporting to support strategic decisions.

Service Management

  • Oversee service delivery to meet SLAs and uptime targets.
  • Lead incident and problem management to enhance customer experience.
  • Govern change and release processes to minimize service risk.
  • Drive continuous improvement and service optimization.
  • Champion a culture of customer-centric service excellence

Leadership & Reporting

  • Mentor and develop junior team members.
  • Provide actionable performance dashboards and reports.
  • Act as the bridge between commercial, operations, and executive teams.
  • Identify risks and implement proactive mitigation strategies.
  • Overseeing two current service managers managing 50 accounts each, with plans to increase to eight accounts per manager.
  • Provide support to a team that currently includes in excess of 15 to 20 account managers, indicating a large and complex sales environment.

Qualifications

  • Bachelor's degree in Business, Commerce.
  • 5+ years' experience in commercial management, service delivery, or operations leadership.
  • Strong understanding of B2B contracts, SLAs, ITIL frameworks, and financial governance.
  • Driving new business acquisition and expanding existing client accounts — this will represent approximately 50% of your role.
  • Ideally, a background in software, SaaS, or ICT environments, showing flexibility in industry background.
  • Experience in contract and account management with a focus on customer experience is critical.

Required Skills

  • Strategic thinking & commercial acumen
  • Contract negotiation & management
  • Customer relationship & service delivery excellence
  • Financial discipline & analytical problem solving
  • Leadership & team development
  • Strong communication & stakeholder engagement

Be part of a high-impact role that directly influences business growth and customer success. Work in a dynamic environment that values innovation, accountability, and collaboration. Opportunity to lead cross-functional initiatives and shape service excellence.

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