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Service Manager - Northern Suburbs
RareCruitCape Town, South Africa30+ days ago
Job descriptionManage oversight of adherence to company HSE (Health, Safety & Environment) policies and relevant legal or client-specific compliance requirements in conjunction with the H&S representative. Ensure that vehicle checks are conducted (e.g. tyre checks, mileage, mechanical faults) and that company vehicles meet all operational and legal standards. Ensure drivers complete daily vehicle checklists (e.g., tyre condition, mileage logs, mechanical issues) and that vehicles remain roadworthy and fit for service. Manage and coordinate client safety files and safety documentation at client sites, ensuring they are complete, up to date, and compliant with site entry requirements. Proactively track and renew required compliance documents for both the team and service operations. (not sure what this refers to) KPI Monitoring & Reporting Prepare and submit weekly discrepancy reports and KPI summaries to track service performance, delays, and team efficiency, to management. Utilise Power BI and KPI summaries to track service performance delays and team efficiencies and manage the exceptions against the planned work. Compile monthly reports covering : Contract consumable discrepancies. Service trends and performance against targets. Review daily overdue ticket report to ensure ad-hoc tickets are actioned within 48 hours. Submit ad-hoc reports for aborted jobs, overtime tracking, and policy exceptions as required. Conduct monthly stock takes and fleet / asset audits to ensure accuracy and accountability. Build strong relationships with clients through regular updates and site visits. Act as the escalation point for service complaints and delays. Communicate transparently during service disruptions to maintain trust. Lead Service Coordinators, Help Desk staff, and support teams. Set priorities, manage shift coverage, and coach staff on service expectations. Address conduct, absenteeism, and performance concerns promptly. Foster a positive, accountable, and resilient team culture. Oversee installations, maintenance jobs, and withdrawals from planning to completion. Ensure accurate ticket logging, tracking, and documentation. Assign resources to high-priority or escalated service tasks. Liaise with scheduling and dispatch to support smooth execution. Skilled in using job ticketing and service management platforms to allocate, monitor, and close service jobs in real time. Understands workflow systems that manage installations, maintenance, and service backlogs to maintain service flow and responsiveness. Inventory and Consumables Systems Competent in navigating digital stock control systems to purchase and track consumables, resolve discrepancies, and align usage with contract requirements. Oversees the accurate logging of stock movement and ensures resource availability for scheduled work. Proficient in Microsoft Excel, Outlook, and Teams for service planning, operational communication, and task management. Comfortable using cloud-based systems (e.g., shared folders, live trackers) to maintain documentation, SOPs, and service records across the team Data Interpretation & Reporting Readiness Ability to read, interpret, and act on operational reports, dashboards, and KPI summaries. Not just reviewing data- but understanding system outputs and applying them in planning and decision-making. 57 years of experience in service operations, field services, technical support, or logistics management. Minimum 23 years in a supervisory or management role, leading teams in a fast-paced, client-facing environment. Proven track record of managing teams, stock, and fleet in service delivery contexts. Exposure to compliance-heavy industries (e.g., facilities, technical services, logistics) is advantageous. Matric required; a relevant diploma or certificate in Operations, Service Management, or Logistics is preferred. Valid driver's license. Must have a valid P Number and 3+ years Pest Control experience.
The Service Manager is responsible for ensuring the effective and timely delivery of all branch-based services. This includes leading the branch service team, managing client expectations, driving adherence to service-level KPIs, and ensuring full operational readiness from staffing to stock and systems. The role requires strong leadership, organisational capability, and the ability to balance day-to-day execution with client service excellence.
Day-to-Day Service Operations Oversight
- Oversee the execution of daily service operations across teams, ensuring all planned work is resourced, prioritised, and delivered on time.
- Ensure good monitoring of services, job tickets, and outstanding tasks to ensure that nothing is delayed or left unaddressed.
- Ensure that Service Coordinators and service teams have clear direction, and intervene where tasks are stalled or client issues arise.
- Prioritise urgent or high-impact jobs and ensure immediate resource allocation.
- Liaise with Service Coordinator to coordinate vehicle availability and stock movement for job completion.
- Review job closure processes to ensure quality of service, documentation accuracy, and system compliance
- Stock, Asset, and Resource Management
- Monitor stock levels, discrepancies, and warehouse organisation to support service delivery.
- Approve or escalate procurement and stock replenishment needs.
- Ensure audit readiness of contract consumables and asset movement.
Health, Safety & Compliance
Client Liaison & Issue Resolution
Team Leadership & Performance Management
Service Project & Ticket Management
Operational Systems Proficiency
Digital Coordination & Communication Tools
Experience & Background
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Service Manager • Cape Town, South Africa
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