Service Manager

As the Service Manager, you will have the unique opportunity to balance both technical and operational responsibilities, working closely with cross-functional teams to deliver seamless service and continuous improvements. Key Responsibilities: Lead a blended team of Cloud and DevOps engineers, supporting team growth and development. Oversee customer onboarding , working alongside the transition team to ensure smooth and successful integrations. Ensure SLA deliverables are met for both internal and client-facing services, managing priorities effectively within the team. Cultivate strong customer relationships through proactive engagement, understanding client needs, and providing tailored support. Act as a duty manager and escalation point for any service issues or incidents. Governance and due diligence: Regularly review and ensure compliance with client service agreements and internal standards. Service request analysis: Coordinate and manage service request items in alignment with scoped client projects. Cost optimization: Review and manage cost optimization across client cloud infrastructure, particularly AWS environments. Conduct incident management reviews and support the major incident process for client relationships. Monitor and analyze customer trends to ensure service excellence. Lead Root Cause Analysis (RCA) reviews and support problem management activities. Proactive service improvements: Lead initiatives to enhance customer environments and drive continuous improvements. Present monthly customer reports to key stakeholders, ensuring transparency and alignment. Collaborate with FinOps teams to manage platform and client billing effectively. Manage customer contract renewals and contribute to cloud strategy optimization . Risk and opportunity management: Identify and address internal and client-related risks and opportunities. Facilitate knowledge transfer within the team and ensure the knowledge base is accurately maintained and updated. Required Experience, Education and Skills: ITSM/ITIL training or certifications are a plus. Proven experience in business analysis with an understanding of business priorities and customer requirements. Strong logical thinking abilities to solve complex customer challenges. Experience leading teams in a managed services or cloud environment (AWS experience is preferred). Demonstrated expertise in customer-centric engagement , relationship management, and stakeholder communication. Exceptional written and verbal communication skills, with an ability to maintain high standards of excellence. Motivational and organizational skills, with a proven ability to manage cross-team collaboration and align with best practices. Experience with DevOps and cloud teams is beneficial, but not essential. Familiarity with agile project management methodologies is a plus. Apply now

Location: Johannesburg, ZA

Posted Date: 12/26/2024