Service Delivery Manager - National

Purpose of the Role

• Lead the Service Delivery function by managing and developing a high-performing team, strengthening customer relationships and driving consistent, efficient delivery outcomes.
• You will lead customer engagements, monitor service delivery performance, resolve issues, and work closely with internal and external stakeholders to improve the customer experience, operational excellence and overall team performance.

Key Responsibilities

• Lead, mentor and develop the Service Delivery team to achieve departmental goals and performance targets.
• Manage virtual and onsite customer meetings, including presenting delivery performance, addressing feedback and resolving service-related challenges.
• Build strong customer relationships and proactively identify opportunities to improve the customer experience.
• Monitor team performance, analyse delivery information and use reporting insights to improve output, service quality and operational efficiency.
• Ensure agreed policies, procedures, Service Level Agreements and workflow requirements are consistently followed.
• Coordinate with internal teams, ISPs, FNOs, contractors and other external stakeholders to achieve service delivery and communication objectives.
• Drive innovation, continuous improvement and change initiatives that enhance team performance, customer experience and operational excellence.
• Identify, report and mitigate risks throughout the order fulfilment and delivery process.

What You'll Need to Know to Succeed in this role

• Customer Relationship Management and effective stakeholder engagement.
• Service Delivery Management and/or Project Management principles.
• Fulfilment processes and FTTx build methodology.
• Service Level Agreements SLAs and workflow-oriented reporting.
• Communication systems and the role they play in effective service delivery.
• ISP and/or FNO products and services.
• How to use performance information and reporting to identify trends, issues and opportunities for improvement.
• Business processes, policies and controls that support consistent operational delivery.

What You Should Have

• Matric essential.
• Bachelor's degree desirable.
• Business Management or Project Management training desirable.
• FTTx industry-related OEM certification training desirable.
• Data visualisation application skills training desirable.

Experience We Look For

• 4 years' experience in Customer Relationship Management.
• 4 years' experience in Service Delivery Management or Project Management.
• 4 years' experience managing fulfilment processes within the ISP or FTTx industry.
• 4 years' experience working with ISPs, FNOs and contractors in the ISP or FTTx industry.
• 4 years' experience working with Service Level Agreements and workflow-oriented reporting.

Skills That Will Help You Succeed

• Excellent time and deadline management.
• Strong planning, organising and prioritisation skills.
• Excellent documentation and reporting skills.
• Strong attention to detail and accuracy.
• Leadership skills with the ability to inspire, motivate and influence others.
• Ability to learn quickly and work effectively with minimal supervision.
• Excellent verbal and written business communication skills.
• Ability to collaborate across teams and work towards common outcomes.
• Confidence and ability to chair meetings with both technical and non-technical stakeholders.
• Computer proficiency, including word processing, spreadsheets, presentations, email and instant messaging.
• Data visualisation skills, including MS Power BI or similar tools.

Qualities We Value at Frogfoot

• Customer-focused – you care about delivering a positive and consistent customer experience.
• Accountable – you take ownership of outcomes, follow through on commitments and address issues proactively.
• Collaborative – you build productive relationships and bring people together to achieve common goals.
• Resilient – you remain calm, constructive and solutions-focused when dealing with pressure or unexpected challenges.
• Curious and willing to learn – you continuously develop your technical, interpersonal and leadership capability.
• Detail-oriented – you value accuracy, clear documentation and high standards of work.
• Influential – you can communicate clearly, build trust and positively influence stakeholders at different levels.
• Improvement-minded – you look for smarter ways of working and are comfortable supporting change and innovation.
• People-focused leader – you develop others, create confidence and build a strong team culture.

What Success Looks Like

• Service Delivery targets are consistently achieved and performance is clearly understood through accurate reporting.
• Customers experience proactive communication, effective issue resolution and a consistently high level of service.
• The team is engaged, accountable and supported to perform at its best.
• Service delivery processes are continuously improved and operational risks are identified and addressed.
• Internal and external stakeholders work effectively together to achieve agreed delivery outcomes.