Service Manager

Our client is seeking an experienced Service Manager to join the Port Elizabeth team. The successful candidate will be responsible for the entire Eastern Cape Region. · Set and drive the Eastern Cape service operations plan across all regions and major client · Ensure consistent service standards across East London, Port Elizabeth/Gqeberha, Mthatha · Provide clear leadership to technicians, controllers and support staff. · Work with branch and divisional managers to resolve regional service risks quickly · Monitor technician productivity daily, including calls completed, travel time, repeat calls · Drive the required calls-per-technician-per-day target by region and skill level. · Identify underperforming technicians and implement corrective action · Manage leave, standby, overtime, attendance, conduct and field professionalism · Ensure technicians are allocated according to skill level, geography, urgency and machines · Oversee call logging, dispatch, prioritization, escalation and closure discipline. · Reduce calls older than agreed SLA thresholds and investigate root causes. · Drive MTTR improvement, first-time-fix improvement and reduction of repeat failures. · Own service recovery for at-risk clients, major complaints and critical production accounts · Ensure proper escalation to suppliers where required. · Own service operational performance against monthly gross profit and cost targets. · Monitor parts cost, material cost, fuel, vehicle usage, overtime and excessive travel. · Identify loss-making devices, contracts and clients and implement remediation plans. · Recommend cost-saving, headcount, redeployment, courier, remote support · Support annual budgeting, monthly forecasting and operational cost reviews. Requirements · Grade 12 · Relevant qualification in Business Management, Operations, Engineering, IT or a related field (preferred) · Postgraduate qualification in business or operations management (advantageous) · ITIL Foundation or practical service management experience (advantageous) · Project management qualification or proven project delivery experience (advantageous) · Power BI / reporting capability (advantageous) · 8+ years in service operations, managed services, office automation or technical field service · 5+ years in a service leadership role managing field technicians or multi-disciplinary service teams · Managed Print Services, Office Automation, Production Print or technical equipment environment strongly preferred · Proven experience managing service cost, productivity, SLA performance and client escalations · Valid South African driver's licence (essential) · Willingness and ability to travel across the Eastern Cape regularly · Availability for critical after-hours escalations when required