This job offer is not available in your country.
Service Operations Manager
NTT Ltd.Johannesburg, ZA23 days ago
Job descriptionThe Manager, Managed Services Operations is a management role, responsible for operating within a Region / Country or Services function and is accountable for service delivery at the highest level thereby ensuring client satisfaction and the successful continuance of business operations within the organization. This role ensures managed service is provided to all clients, thereby ensuring that their IT infrastructure and systems remain operational. The primary objective of this role is to ensure contracted Managed Services outcomes are delivered to the client and assists with the planning, building and supporting of delivering managed services to meet business objectives. Proactively monitors and drives service delivery to clients. Incident, Problem & Change Management Operational excellence in handling incidents (especially P1), root cause analysis, and change control is critical. This includes : Leading 24x7x365 support for LAN, SDWAN, WLAN, and facilities Managing escalations and ensuring SLA adherence Capacity Planning & Performance Optimization : Analyze tunnel utilization, forecast growth (e.g., ATM expansion), and recommend scaling strategies Monitor latency, packet loss, and utilization thresholds proactively Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers. Vendor and Carrier Management Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites Ensures that the standard client information repository related to technology, operations manuals is current and accurate. Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model. Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients. Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams. Reviews training requirements for service operations teams. Engages with clients for technical operations as part of routine operations. Plans and implements key service improvement priorities based on a continual service improvement approach. Feeds continual service improvement priorities into the automation team. Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved. Responsible for the day to day running of the Managed Services Operations team in line with the performance established by the business. Ensures maximum uptime and the accurate and early response to client operational issues. Responsible for resource planning and work allocation to meet agreed service levels. Identifies opportunities for continuous service improvement. Excellent organizational and team management skills. Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients. Advanced understanding of budgets and cost management. Excellent time management, prioritization and delegation abilities. Excellent focus on client centricity. Highly focused on business outcomes. Ability to guide the team through transformational objectives set out by the business. Excellent ability to work across different cultures and social groups. Ability to work well in a pressurized environment and adapt to changing circumstances. Bachelor’s degree or equivalent degree in Information Technology or Computing or related field (advantageous). ITIL certification is desirable. Advanced demonstrated experience in domain towers such as End-to-End SD-WAN Infrastructure Management : A strong grasp of SD-WAN architecture, including deployment, configuration, and monitoring, is essential. This includes : Experience with tools like Cisco vManage, FortiManager, and NetFlow for centralized configuration and visibility Managing tunnel capacity, link flapping, and device visibility issues, as seen in the SBSA SD-WAN operations Cisco ISE, Network, Collaboration / Customer experience, Cloud, Security, Data Center. Strong Vendor Management skills Cross-Functional Collaboration & Reporting. This includes : Coordinating with architecture, delivery, and client teams to align on network strategy Producing dashboards, SOPs, and performance reports for executive and operational stakeholders Advanced experience in coaching and mentoring engineering team(s) gained within an information technology services organization. Advanced demonstrated experience implementing continual service improvement initiatives / plans (through automation, process enhancements). Advanced demonstrated experience in organizational change management (transformational experience). ICT jobs
Job title : Service Operations Manager
Job Location : Gauteng, Johannesburg
Deadline : October 01, 2025
Quick Recommended Links
- Jobs by Location
- Job by industries
Your day at NTT DATA
Key responsibilities :
To thrive in this role, you need to have :
Academic qualifications and certifications :
Required experience :
Create a job alert for this search
Service Manager • Johannesburg, ZA
Related jobs
We are seeking a results-driven.You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service manag...Show moreLast updated: 30+ days ago
)
- Promoted
Service Manager Sandton
Catch RecruitSandton, Gauteng, South Africa Service Manager Job Description.The key role of a Service Manager is to engage with clients in the initial stages of new requests for proposals (RFPs), to thoroughly complete compliance reviews and...Show moreLast updated: 30+ days ago
- Promoted
Revenue Operations Manager
WatersEdge SolutionsJohannesburg, South Africa WatersEdge Solutions is hiring a senior-level.RevOps function for a tech-first e-invoicing and electronic VAT reporting business backed by a global leader in tax recovery.This is a strategic indivi...Show moreLast updated: 30+ days ago
- Promoted
Senior Manager : Infrastructure and Cloud Operations
People SourceJohannesburg, South Africa Hands on experience managing IT Operations in a multi country environment.Provide strategic and operational leadership for on-premise IT infrastructure, network and cloud deployments.Opportunity to...Show moreLast updated: 22 days ago
- Promoted
Operations Manager
Six Sense ConsultingCenturion, South Africa Minimum Education and Experience : .Honours BCom in Finance, Business Management, Risk Management and Insurance.Insurance operations and claims experience.
Insurance operating system experience.Lead t...Show moreLast updated: 30+ days ago
- Promoted
Senior Service Delivery Manager : Telecoms Field Service Operations
People SourceJohannesburg, South Africa This position involves understanding and aligning with overall Service Delivery Processes, Models, Tools and Strategies, all while ensuring work is executed within the scope of OHS requirements.The...Show moreLast updated: 30+ days ago
- Promoted
Service Business Operation Leader South Africa
GE HealthcareJohannesburg, ZA Job title : Service Business Operation Leader South Africa.Job Location : Gauteng, Johannesburg.The Service Business Operations Leader will drive business processes and own the wing-to-wing P&L for...Show moreLast updated: 1 day ago
- Promoted
Field Service Manager
Profile PersonnelCenturion, South Africa Our Client is looking for an experienced.This role combines team leadership, project management, and resource planning, ensuring the smooth execution of maintenance operations and installations acr...Show moreLast updated: 30+ days ago
- Promoted
Manager Service Delivery
Absa Group LimitedRandburg, ZA Job title : Manager Service Delivery.Job Location : Gauteng, Randburg.Expansion of the Test Environment Management capabilities to extend into Change management and further supporting functions.Sta...Show moreLast updated: 30+ days ago
- Promoted
Customer Operations Manager : 5G Networks
People SourceJohannesburg, South Africa As a Customer Operations Manager at the Group level, you will be responsible for leading C-Level engagement and defining and executing the group delivery strategy.
Your role will ensure seamless exe...Show moreLast updated: 30+ days ago
- Promoted
Revenue & Sales Operations Manager
NetsuritJohannesburg, South Africa At Netsurit, our mission is to.Support the dreams of the doers".We believe that dreams are more than just wishes; they're.
Whether you aspire to grow your career, learn new skills, or achieve person...Show moreLast updated: 30+ days ago
- Promoted
Client Service Manager
Standard Chartered BankJohannesburg, ZA Job title : Client Service Manager.Job Location : Gauteng, Johannesburg.Standard Chartered supports client businesses across Asia, the Middle East, and Africa by offering Cash Management and Trade ...Show moreLast updated: 9 days ago
- Promoted
Ops Specialist : Service Management
TelkomCenturion, ZA Job title : Ops Specialist : Service Management.Job Location : Gauteng, Centurion.To manage and be accountable for all processes required to provide world class Service Management support our Client...Show moreLast updated: 20 days ago
Service Delivery Manager
SavageOne Pty LtdJohannesburg, South AfricaQuick Apply
- Promoted
Field Services Operations Manager : Telecommunication
People SourceJohannesburg, South Africa In this role, you will be the key driver in effectively managing various implementation and operation services.You will oversee time, scope, and resource planning while adhering to global and local...Show moreLast updated: 30+ days ago
- Promoted
Service Manager Development
Oxyon Human Capital SolutionsJohannesburg, South Africa Development of training and development plans for service technicians and trainers with clear budget requirements and timelines.
Business strategy for Academy with Capex requirements and return on i...Show moreLast updated: 30+ days ago
- Promoted
Client Service Manager (CT)
NedbankJohannesburg, ZA Job title : Client Service Manager (CT).Job Location : Gauteng, Johannesburg.Providepersonal and customised operational and servicing support to the CIB TS client to best meet theirneeds across the...Show moreLast updated: 26 days ago
- Promoted
Operations & Service Sales Manager
Liham Consulting Pty (Ltd)Johannesburg, South Africa Representing the organization in service contract negotiations and onboarding discussions.Overseeing service and project execution from inception to delivery.
Developing and implementing operational...Show moreLast updated: 30+ days ago
- Promoted
Technical Service Manager
Emporium Human CapitalCenturion, South Africa Technical Service Manager (POS25134 / POS25133).Electronics Distribution company requires a Technical Operations Manager to manage the technical department, operations, training and ensure the corre...Show moreLast updated: 30+ days ago