Department:

Business Solutions

Date:

May 2026

Job title:

Service Manager

Version:

1.0

Reports to: (role title)

Head of Business Solutions

Job level:

Individual Contributor (IC)

Job purpose:

The Service Manager is responsible for managing and enhancing the overall service experience for Business customers by serving as a key liaison between customers and internal stakeholders. The role focuses on customer relationship management, service delivery support, ticket and escalation management, contract administration, retention initiatives, and proactive client engagement to ensure high levels of customer satisfaction and operational excellence.

Main responsibilities:

1

Client Portfolio Management:

• Maintain and manage a shared portfolio listing of business clients, including customer details, services, contact information, and business profiles.
• Maintain and update a flagged client listing for customers requiring heightened attention or escalation management.
• Ensure customer information is accurate, updated, and accessible to relevant stakeholders.

2

Service Monitoring & Operational Support:

• Monitor customer voice traffic and identify significant declines or unusual usage patterns.
• Proactively engage customers to identify and address potential service concerns.
• Coordinate with Customer Care and technical teams to escalate operational or service-related issues where necessary.

3

Ticket & Escalation Management:

• Serve as the primary point of contact for customer service requests, incidents, and escalations.
• Monitor and track ticket resolution to ensure timely closure and customer communication.
• Prepare and provide weekly reports on unresolved tickets and escalations to management and relevant technical teams.
• Escalate critical issues and coordinate resolution efforts across internal departments.

4

Customer Experience & Relationship Management:

• Build and maintain strong relationships with Business Solutions clients.
• Understand customer expectations and proactively manage service delivery experiences.
• Conduct courtesy calls and service follow-ups to ensure customer satisfaction.
• Educate clients on available solutions, self-service platforms, and service features.
• Guide customers throughout their service journey and act as a trusted point of contact.

5

Retention & Revenue Assurance:

• Monitor customer contracts, including expiration dates, terms, and service commitments.
• Coordinate contract renewals and identify opportunities for upselling or additional services.
• Ensure customers are aligned to contracted pricing plans and subscribed services.
• Support customer retention initiatives and assist with managing client indebtedness escalations.
• Coordinate customer communication regarding outstanding balances, ICT disconnections, and dunning activities in collaboration with Finance.

6

Monthly Revenue Sales targets:

• Achieve monthly corporate mobile sales targets by understanding customer needs and effectively positioning our products.
  

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Qualifications & Experience:

1

Bachelor’s degree in Business Administration, Telecommunications, Information Technology, Marketing, or a related field, or currently pursuing a degree in one of these disciplines.

2

Minimum of 3–5 years’ experience in customer service, account management, telecommunications, or service delivery management.

3

Experience within the telecommunications or ICT sector is considered an asset.

Functional Skills:

1

Strong customer relationship management skills.

2

Excellent verbal and written communication skills.

3

Strong problem-solving and escalation management abilities.

4

Proficiency in Microsoft Office applications, CRM systems, and ticket management platforms.

5

Ability to work collaboratively across teams and departments.

People responsibility: The number of employees for which the role has supervisory / management responsibility. 

Direct Reports

Indirect Reports

Total employees

none

none