322 Service Industries jobs in South Africa

FUNCTION

The Service Management Manager ensures effective delivery, assurance, and end-to-end lifecycle management of Vodacom Business services across diverse technologies and customer segments. This role leads a team of Service Managers to achieve operational excellence, meet or exceed SLA commitments, and deliver superior customer experience. All activities are executed in alignment with telecommunications industry standards and best practices, including ITIL, eTOM, and TM Forum frameworks.

ROLE OVERVIEW

The Service Management Manager is responsible for leading a team of Service Managers to deliver best-in-class service performance, customer experience, and operational excellence across Vodacom Business. The role ensures that services are provisioned, assured, and managed in line with contractual SLAs and telecom industry standards. While programme management skills are required, they are applied primarily to support service readiness, continuous improvement, and transformation initiatives. The focus is on ensuring customers receive reliable, high-quality services while driving operational efficiency and retention.

KEY RESPONSIBILITIES

People Leadership & Team Development

• Lead, coach, and develop a team of Service Managers to deliver outstanding performance.
• Build a culture of accountability, collaboration, innovation, and customer obsession.
• Ensure workforce capability development in line with emerging telecom technologies, digital transformation trends, and AI-driven service management frameworks.
• Champion continuous learning and adoption of automation, analytics, and digital tools to enhance service operations and decision-making.

Service Delivery & Assurance

• Oversee end-to-end service delivery and assurance for Vodacom Business customers across multiple technologies (fibre, SD-WAN, MPLS, LTE, Internet, mobile, cloud, and converged services).
• Ensure SLA compliance and manage proactive service assurance, incident, problem, and change processes in line with ITIL and eTOM standards.
• Oversee root cause analysis and implementation of corrective and preventative measures to ensure high service availability and reliability.
• Ensure seamless service activation, handover, and lifecycle management across OSS/BSS systems.
• Leverage AI, automation, and predictive analytics to enhance monitoring, fault detection, and service restoration efficiency.

Customer Experience & Relationship Management

• Act as senior escalation point for service-related issues and customer concerns.
• Drive continuous improvement of customer experience metrics (NPS, surveys, churn drivers) through data-driven insights and process enhancements.
• Engage regularly with enterprise customers, sales teams, vendors, and partners to strengthen trust, manage expectations, and ensure service excellence.
• Promote digital engagement and self-service capabilitiesto improve responsiveness and customer satisfaction.

Operational & Strategic Accountability

• Align service management practices with business objectives, regulatory obligations, and customer commitments.
• Provide service performance reporting and insights to senior stakeholders, highlighting SLA compliance, risks, and trends.
• Manage vendor and partner performance to ensure contractual and service obligations are consistently met.
• Drive service improvement and digital transformation initiatives to enhance operational efficiency, agility, and customer outcomes.
• Integrate AI-driven insights and automation into operational decision-making and service optimization strategies.

Programme & Change Enablement

• Support service-related programmes, including new service introductions, migrations, and operational readiness.
• Ensure programme outcomes are integrated into ongoing service delivery operations.
• Apply programme and project management methodologies (Agile/PRINCE2/PMP) to deliver change initiatives without compromising service quality.
• Champion technology transformation programmes leveraging AI, automation, and digital platforms to modernize service management and enable smarter operations.

PROFESSIONAL COMPETENCIES

• Deep expertise in service provisioning, activation, assurance, and lifecycle management, with a focus on automation and digital optimisation.
• Strong knowledge of SLA compliance, penalty mitigation, and service quality frameworks, supported by data analytics and AI-driven insights.
• Hands-on experience with observability, incident, problem, and change management (aligned to ITIL/eTOM), including the use of predictive analytics and AIOps platforms for proactive assurance.
• Solid understanding of IP networking, fibre, SD-WAN, MPLS, LTE, Internet, and mobile solutions, and how these integrate within digital and cloud ecosystems.
• Awareness of emerging technologies such as cloud, IoT, edge computing, AI, and converged services, and their evolving service and commercial models.
• Familiarity with OSS/BSS systems and digital enablement platforms, including the use of automation and data intelligence to enhance service delivery.
• Skilled at managing enterprise customer relationships and service escalations through a digital-first, data-driven approach.
• Experienced in monitoring and improving customer experience metrics (NPS, churn) using analytics, automation, and AI-based insights.
• Proficiency in managing vendor and partner performance against SLAs and contractual commitments, ensuring alignment with digital transformation objectives.
• Strong governance and reporting capabilities to track performance, operational trends, and transformation outcomes.
• Working knowledge of project and Programme management methodologies (PRINCE2, Agile, PMP) and their application in digital transformation initiatives.
• Ability to support service-related programmes (new service launches, migrations, operational readiness) with emphasis on digital enablement and AI-driven efficiency.
• Ensures new programmes and technologies are seamlessly integrated into service operations and continuous improvement frameworks.
• ITIL certification (essential); eTOM and TM Forum standards (desirable).
• Knowledge of ISO 2000, AI and automation governance, and other telecom service management best practices.

Qualifications and Experience

• Bachelor's degree in Telecommunications, IT, Computer Science, or Business Administration (essential).
• 8+ years' experience in Service Delivery/Service Management within the telecommunications industry.
• Proven leadership experience in managing Service Delivery or Service Assurance teams.
• Strong knowledge of telecom technologies: IP networking, transport (fibre/MPLS), mobility, cloud, IoT, and converged services.
• Certifications: ITIL (essential), PRINCE2/PMP or Agile (advantageous), Cisco CCNA/CCNP (advantageous).
• Knowledge of telecom frameworks (eTOM, TM Forum, ISO desirable.

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.

Certified by the Top Employer Institute 2025.

To lead the Service Management team in delivering exceptional after-sales service and technical support to Vodacom Business customers, ensuring optimal service provisioning, activation, and maintenance, while driving continuous improvement and people development in line with Vodacom's commitments and customer expectations.

1. People Leadership & Team Development

• Lead, coach, and develop a team of Service Specialists.
• Set clear objectives, conduct regular performance reviews, and foster a culture of high performance and customer obsession.
• Ensure effective resource allocation and succession planning.

2. Service Portfolio Management

• Oversee the deployment and management of services (fibre, SDWAN, MPLS, LTE, internet, mobile communications).
• Ensure timely activation, testing, and handover of services to customers.
• Drive service improvement plans and root cause analysis to prevent SLA breaches

3. Service Operations & Continuous Improvement

• Manage incident, problem, and change notification processes.
• Implement mechanisms for SLA compliance, reporting, and penalty mitigation.
• Coordinate with internal departments (PMO, Technology, CSOC) and external vendors for service delivery

4. Customer Experience & Relationship Management

• Ensure customer services are available and usable as per agreed SLAs.
• Document and manage customer experience metrics (NPS, surveys).
• Engage with customers, partners, and internal sales teams to provide regular updates and resolve escalations

5. Strategic & Operational Accountability

• Align service delivery with business goals and customer contracts.
• Track service delivery milestones and report progress to stakeholders.
• Analyse churn reports and implement plans to minimise customer loss due to poor service

• Cisco certification (CCNA, CCNP,CCDA/CCDP) – advantageous
• ITIL, ISO and eTOM qualifications – advantageous
• Grade 12 or a SAQA-accredited equivalent (essential) with at least 8 years relevant experience

OR

• 3-year commercial or Information Technology / Science degree / diploma with at least 5 years relevant experience

Core competencies, knowledge and experience:

• Team engagement and development (measured via performance reviews and engagement surveys)
• SLA compliance and penalty mitigation
• Customer satisfaction (NPS, churn, feedback)
• Revenue retention and growth

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 09 September 2025.

The base location for this role is Vodacom Umhlanga.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.

The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That's why, at Apex Group, we will do more than simply 'empower' you. We will work to supercharge your unique skills and experience.

Take the lead and we'll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

The Role:
The Client Service Support Team will work in close cooperation with our Client Service Managers and with focus on supporting activities, reporting in relation to existing and new/onboarding clients.,

Job specification:

• Support Client Service Managers in preparatory work the client lifecycle
• Actively manage certain projects
• Ownership of reporting related to regulators, central banks and clients
• Updating and maintaining internal reporting systems
• Continuous review and preparation of Management Company reports
• Etc as this is a developing team with a growing client base and tasks

Skills Required:

• Business degree
• Proven self-starter with the ability to work independently while supporting the overall goals of the team
• Excellent time management skills essential along with ability to run simultaneous projects
• Strong interpersonal and written communication skills
• Results driven and proactive in problem-solving
• Excellent client service skills, client focused and delivers work to an exceptionally high standard
• In-depth knowledge of Excel / Word / PowerPoint
• Concern for quality

Advantages:

• Previous Fund experience is an advantage
• Knowledge of UCITS and AIF Fund structures (Lux & Irish)
• Understanding of Management Company / AIFM structure

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Company Description

Mobiliti specialises in Cloud Migration and Management Services, helping businesses transition into the digital era. With a focus on Modernizing IT, Mobiliti aims to enhance performance, reduce costs, and improve operational efficiency through IT Management Services. By leveraging cost analytics, governance policies, and automation, Mobiliti drives transformative change in IT infrastructure.

Role Description

This is a contract role for a Team Leader: ICT Service Management. The Team Leader will be responsible for overseeing telecommunications projects, managing various teams, ensuring service delivery, and maintaining large client relationships. This position is based in the Johannesburg Metropolitan Area with the flexibility for some remote work.

Qualifications

• Must have managed teams in a large Corporate environment
• 5-years Telecommunication industry skills preferable
• 5-years+ Customer Service Management and Service Delivery expertise
• Ensure SLA compliance
• Team Management abilities with complex solutions
• Experience in managing telecom projects and teams with business acumen
• Strong problem-solving and decision-making skills
• Excellent communication and interpersonal skills
• Knowledge of ITIL v.3 or later framework is a must
• Bachelor's degree in IT or related field

The IT Service Management Consultant – Subject Matter Expert (SME) is accountable for leading ITSM consulting engagements, delivering value-driven improvement initiatives, and guiding clients through transformation programmes that align people, process, and technology. This role requires both depth in ITSM frameworks (ITIL, COBIT, ISO/IEC 2000, SIAM, Agile, DevOps) and breadth in applying them to drive measurable business results. The Consultant acts as a trusted advisor, thought leader, and implementation specialist across multiple sectors.

KEY RESPONSIBILITIES

· Lead and manage ITSM-driven transformation and improvement projects for Pink Elephant clients.

· Conduct process maturity and capability assessments using frameworks such as ITIL, COBIT, ISO/IEC 2000, and CMMI.

· Design strategic roadmaps and implementation programmes aligned to client objectives and Pink Elephant's consulting methodologies.

· Facilitate executive and operational workshops, enabling clients to define and execute their service management strategies.

· Advise clients on governance, service design, automation, and experience management (XLAs).

· Support pre-sales activities, proposal development, and client solution design in collaboration with Sales and Technology teams.

· Contribute to Pink Elephant's thought leadership through content creation, webinars, and participation in industry events.

· Actively support the Pink Elephant corporate strategy, promoting collaboration across divisions and maintaining high-quality delivery standards.

· Ensure client satisfaction, delivery excellence, and achievement of agreed project KPIs and utilisation targets.

PROFESSIONAL / TECHNICAL EXPERTISE

Essential

o  Graduate qualification or equivalent industry experience.

o  ITIL 4 Managing Professional (or ITIL Expert v3 equivalent).

o  5–8 years' experience in ITSM consulting, advisory, or transformation roles.

o  Proven record of leading ITSM process improvement or implementation projects.

o  Strong knowledge of ITIL, COBIT, ISO/IEC 2000, SIAM, Agile, and DevOps.

o  Excellent facilitation, presentation, and communication skills.

o  Full clean driving licence and own transport.

o  Willingness to travel across South Africa and the African continent.

Desirable

o  Certifications in PRINCE2, AgilePM, PMP, COBIT 5, ISO/IEC 27001, or DevOps.

o  Experience with ITSM and automation platforms (e.g. HaloITSM, Servicely AI, ServiceNow, Freshservice).

o  Experience contributing to industry forums, conferences, or publications.

KEY IMPACT AREAS

· Delivery excellence and client satisfaction.

· Quality of consulting outputs and recommendations.

· Thought leadership and contribution to Pink Elephant's brand reputation.

· Growth of new and existing client relationships.

· Achievement of personal and team KPIs and utilisation targets.

WHY JOIN PINK ELEPHANT

At Pink Elephant South Africa, you'll collaborate with some of the most respected professionals in the ITSM field, working on innovative transformation programmes that shape the digital future of service management. Join us and be part of a team recognised as Leaders in Next-Gen Service Management.

The IT Service Management Consultant – Subject Matter Expert (SME) is accountable for leading ITSM consulting engagements, delivering value-driven improvement initiatives, and guiding clients through transformation programmes that align people, process, and technology. This role requires both depth in ITSM frameworks (ITIL, COBIT, ISO/IEC 2000, SIAM, Agile, DevOps) and breadth in applying them to drive measurable business results. The Consultant acts as a trusted advisor, thought leader, and implementation specialist across multiple sectors.

Key Responsibilities

· Lead and manage ITSM-driven transformation and improvement projects for Pink Elephant clients.

· Conduct process maturity and capability assessments using frameworks such as ITIL, COBIT, ISO/IEC 2000, and CMMI.

· Design strategic roadmaps and implementation programmes aligned to client objectives and Pink Elephant's consulting methodologies.

· Facilitate executive and operational workshops, enabling clients to define and execute their service management strategies.

· Advise clients on governance, service design, automation, and experience management (XLAs).

· Support pre-sales activities, proposal development, and client solution design in collaboration with Sales and Technology teams.

· Contribute to Pink Elephant's thought leadership through content creation, webinars, and participation in industry events.

· Actively support the Pink Elephant corporate strategy, promoting collaboration across divisions and maintaining high-quality delivery standards.

· Ensure client satisfaction, delivery excellence, and achievement of agreed project KPIs and utilisation targets.

Professional / Technical Expertise

· Essential

o Graduate qualification or equivalent industry experience.

o ITIL 4 Managing Professional (or ITIL Expert v3 equivalent).

o 5–8 years' experience in ITSM consulting, advisory, or transformation roles.

o Proven record of leading ITSM process improvement or implementation projects.

o Strong knowledge of ITIL, COBIT, ISO/IEC 2000, SIAM, Agile, and DevOps.

o Excellent facilitation, presentation, and communication skills.

o Full clean driving licence and own transport.

o Willingness to travel across South Africa and the African continent.

· Desirable

o Certifications in PRINCE2, AgilePM, PMP, COBIT 5, ISO/IEC 27001, or DevOps.

o Experience with ITSM and automation platforms (e.g. HaloITSM, Servicely AI, ServiceNow, Freshservice).

o Experience contributing to industry forums, conferences, or publications.

Key Impact Areas

· Delivery excellence and client satisfaction.

· Quality of consulting outputs and recommendations.

· Thought leadership and contribution to Pink Elephant's brand reputation.

· Growth of new and existing client relationships.

· Achievement of personal and team KPIs and utilisation targets.

Why Join Pink Elephant

At Pink Elephant South Africa, you'll collaborate with some of the most respected professionals in the ITSM field, working on innovative transformation programmes that shape the digital future of service management. Join us and be part of a team recognised as Leaders in Next-Gen Service Management.

Job Types: Full-time, Permanent

Application Question(s):

• What is your total current salary?
• What is your expected total salary?
• Are you permanently/contract basis employed or unemployed?
• What is your notice period?

Work Location: In person

What being a part of the Sigma Family means for you
Career development and opportunities to apply for internal promotions following your probationary period.

15 days holiday, with additional days accrued the longer you have been a part of the Sigma Family.

Monthly, Quarterly and Annual awards with marvelous prizes.

Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

R1600 bonus for each friend that you refer to join the Sigma Family who passes probation.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Discounted optional Medical Insurance.

Free and convenient transport options to make travelling a breeze.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse and inclusive workplace - all amazing people are welcome in the Sigma Family.

What Your Day-to-Day will Look Like
You will be based in the vibrant town of Paarl, our offices offer an exciting opportunity for you to excel in a dynamic environment. This campaign focuses on both inbound and outbound collections, managing various back-office tasks, and handling general inquiries. As a key team member, you will respond to all calls with professionalism, courtesy, and friendliness, adhering closely to campaign guidelines, scripts, and systems.Efficiency is paramount as you manage customer contacts, consistently meeting or exceeding company expectations. Reporting directly to a Team Manager who began their journey as an advisor, you'll benefit from their firsthand experience and dedicated support. Your role will involve striving towards diverse Key Performance Indicators, ensuring both individual and team targets are achieved.If you're ready to thrive in a role that values initiative, teamwork, and commitment to customer satisfaction, this is the ideal opportunity for you. Join us in Paarl and contribute to our success story today

What Amazing People Will Bring to the Role
Join our dynamic team if you're passionate about delivering exceptional customer service With a Matric certificate and valuable experience in a BPO/UK call centre environment, your proficiency in English is top-notch. You're forward-thinking, always striving for excellence, and derive satisfaction from helping others with their challenges. Your outstanding listening skills, clear communication, and empathy make you adept at resolving customer queries and disputes confidently.

You thrive on embracing change and excel both independently and as a team player. Working towards KPIs motivates you, and you eagerly seek feedback to continually improve. Comprehensive training and ongoing coaching ensure your success and growth throughout your career.

While we value your existing skills, we're more interested in your eagerness to learn and your drive to excel. If you're ready to shine and possess the attributes we're looking for, this is the perfect place for you to thrive

What being part of the Sigma Family means for you:

What being a part of the Sigma Family means for you

Career development and opportunities to apply for internal promotions following your probationary period.

15 days holiday, with additional days accrued the longer you have been a part of the Sigma Family.

Monthly, Quarterly and Annual awards with marvelous prizes.

• Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

R1600 bonus for each friend that you refer to join the Sigma Family who passes probation.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Discounted optional Medical Insurance.

Free and convenient transport options to make travelling a breeze.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse and inclusive workplace – all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity.:

What Your Day-to-Day will Look Like:

You will be based in the vibrant town of Paarl, our offices offer an exciting opportunity for you to excel in a dynamic environment. This campaign focuses on both inbound and outbound collections, managing various back-office tasks, and handling general inquiries. As a key team member, you will respond to all calls with professionalism, courtesy, and friendliness, adhering closely to campaign guidelines, scripts, and systems.Efficiency is paramount as you manage customer contacts, consistently meeting or exceeding company expectations. Reporting directly to a Team Manager who began their journey as an advisor, you'll benefit from their firsthand experience and dedicated support. Your role will involve striving towards diverse Key Performance Indicators, ensuring both individual and team targets are achieved.If you're ready to thrive in a role that values initiative, teamwork, and commitment to customer satisfaction, this is the ideal opportunity for you. Join us in Paarl and contribute to our success story today

What amazing People will bring to the role:

What Amazing People Will Bring to the Role:

Join our dynamic team if you're passionate about delivering exceptional customer service With a Matric certificate and valuable experience in a BPO/UK call centre environment, your proficiency in English is top-notch. You're forward-thinking, always striving for excellence, and derive satisfaction from helping others with their challenges. Your outstanding listening skills, clear communication, and empathy make you adept at resolving customer queries and disputes confidently.

You thrive on embracing change and excel both independently and as a team player. Working towards KPIs motivates you, and you eagerly seek feedback to continually improve. Comprehensive training and ongoing coaching ensure your success and growth throughout your career.

While we value your existing skills, we're more interested in your eagerness to learn and your drive to excel. If you're ready to shine and possess the attributes we're looking for, this is the perfect place for you to thrive

About us

The Created is a rapidly growing South African online jewellery company with a strong social media presence. We specialise in high-quality, waterproof, and tarnish-resistant pieces for everyday wear.

We operate across B2C, B2B, corporate gifting, and events.

Founded by Marlise, a qualified accountant who started the business while completing her articles, The Created began as a side hustle in a single garage. Today, it has grown into a full-time venture with a dedicated team of full-time employees and a warehouse in Stellenbosch.

We are driven by excellence in customer service, operational efficiency, and a people-first culture.

Rooted in Christian values, The Created is committed to building a business that reflects integrity, stewardship, and care - for our customers, our team, and our partners.

Responsibilities

• Provide customer service via email, Instagram DMs, and WhatsApp Business

• Receive and process online orders

• Pack, ship, and perform quality control on products

• Assist with general admin tasks and day-to-day responsibilities as needed

Requirements

• Strong written communication skills

• Computer literacy

• Excellent organisational skills

• Experience in customer service and/or Shopify would be beneficial

Personality / Culture Fit

• Positive, "yes" mentality

• Team player

• Strong alignment with Christian values

We are rapidly growing and in the process of building and improving our systems. You will have the opportunity to play an active role in shaping how things are done. This is a dynamic position, with responsibilities that can change from week to week, so adaptability, initiative, and a willingness to grow with the business are essential.

Compensation

Market-related salary.

How to Apply

Contact Marlise at or send your CV to