Senior Technical Manager

Our client in the security industry is seeking to employ a Senior Technical Manager to join their team based in Gqeberha (Port Elizabeth).

Join a dynamic and forward-thinking organisation where you will have the opportunity to shape technical strategy lead high-performing teams drive innovation and make a measurable impact on operational excellence across the Eastern Cape footprint.

Requirements:

• Tertiary qualification (compulsory).
• Minimum of 10 years experience in a senior management role within the security telecommunications maintenance or copier industries.
• Proven experience managing teams of 30 or more employees.
• Demonstrated success in service delivery revenue generation profitability management and achieving operational targets.
• Strong knowledge of CRM systems Microsoft Excel SAP or equivalent business systems.
• Experience with job costing maintenance scheduling software and business intelligence tools.
• Strong commercial acumen with experience in cost control budgeting and gross profit management.
• Excellent leadership coaching mentoring and people development skills.
• Strong project management and operational planning abilities.
• Strategic mindset with excellent analytical and critical thinking skills.
• Technology and AI proficiency with the ability to leverage automation and digital platforms to improve operational performance.
• Excellent customer relationship management and communication skills.
• Valid South African drivers licence.
• Willingness to travel throughout the operational footprint.

Responsibilities:

Workforce Leadership and Management

• Lead and manage a workforce of more than 30 technical employees including technicians controllers dispatch staff and administrators.
• Provide strong leadership direction coaching and mentorship to technical teams.
• Develop structured training programmes and succession plans.
• Foster a culture of accountability resilience customer service and continuous improvement.
• Manage employee performance conduct disciplinary processes and address underperformance in accordance with company policies.
• Build and develop future technical leaders within the organisation.

Operational Management

• Oversee daily technician scheduling dispatching productivity work quality overtime vehicle utilisation and coverage.
• Ensure service calls are logged prioritised allocated dispatched monitored and escalated appropriately.
• Drive first-time fix resolutions and reduce repeat call-outs QA failures and go-backs.
• Manage incident reporting including IODs claims damages and ARC-related matters.
• Optimise technician allocation according to skill level.
• Improve operational efficiencies through automation CRM systems business intelligence tools and service data analysis.
• Maintain operational risk management business continuity and escalation processes.
• Monitor SLA performance and reduce turnaround times for service delivery.

Financial and Commercial Management

• Take ownership of monthly service gross profit performance.
• Manage operational costs including labour overtime fuel fleet expenses equipment and staffing.
• Support budgeting forecasting and operational cost reviews.
• Identify loss-making contracts and high-maintenance clients implementing corrective action plans.
• Ensure profitable service delivery while maintaining quality standards.
• Manage fleet operations vehicle compliance and company branding standards.

Technical Strategy and Innovation

• Develop and implement long-term technical and service strategies.
• Translate strategic objectives into operational execution plans.
• Identify operational risks and future opportunities.
• Drive continuous improvement initiatives across the technical division.
• Champion technology adoption AI-driven processes automation and digital transformation.
• Improve service delivery through innovation and process optimisation.

Customer Experience and Account Support

• Build and maintain strong client relationships.
• Support sales and account management teams with technical contract reviews.
• Resolve service escalations effectively.
• Improve customer satisfaction and reduce preventable complaints.
• Reduce client cancellations through exceptional service delivery.
• Ensure consistent compliance with customer service standards.

Reporting and Performance Management

• Produce accurate operational reports with actionable insights.
• Monitor technician productivity and service performance.
• Track KPI achievement across all technical divisions.
• Improve SLA compliance and ageing call performance.
• Measure and report on financial and operational performance against targets.

Key Competencies

• Strategic leadership.
• Commercial and financial acumen.
• Operational excellence.
• Technology and AI literacy.
• Strong decision-making abilities.
• Project management.
• Customer-focused mindset.
• Excellent communication and interpersonal skills.
• Adaptability and resilience.
• Strong problem-solving and analytical skills.
• Leadership and people development.
• Results-driven approach.
• Continuous improvement mindset.

Success Measures

• Achievement of operational and financial targets.
• Increased technician productivity.
• Reduced repeat service calls and QA failures.
• Improved SLA compliance.
• Faster response and resolution times.
• Improved gross profit and cost management.
• Higher customer satisfaction ratings.
• Reduced customer complaints and cancellations.
• Successful implementation of succession planning and employee development initiatives.
• Consistent reporting with measurable operational improvements.

Please note that if you do not receive a response within two weeks of submitting your application your application has been unsuccessful.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1