Head of Maintenance & Managed Services- Remote

SUMMARY:
Head of Maintenance & Managed Services (Telecommunications/ICT) – Remote, South Africa
Our client, a leading telecommunications/ICT company, is seeking a Head of Maintenance & Managed Services to oversee service quality, drive process improvements, and manage a technical team. This role focuses on ensuring SLA compliance, optimizing performance metrics, handling client and supplier contract renewals & negotiations, and improving overall service delivery. Strong leadership, strategic thinking, and technical expertise in telecom/ICT operations are essential.

POSITION INFO:
Roles and Responsibilities
Our client, a leading telecommunications/ICT company, is seeking a Head of Maintenance & Managed Services to oversee service quality, drive process improvements, and manage a technical team. This role focuses on ensuring SLA compliance, optimizing performance metrics, handling client and supplier contract renewals & negotiations, and improving overall service delivery. Strong leadership, strategic thinking, and technical expertise in telecom/ICT operations are essential.

BRIEF SUMMARY:
Remote (SA-based) | International Exposure
Salary: R700,000 – R900,000 per annum (negotiable)
Experience in telecom/ICT industry required
Strong understanding of Quality Management Systems (QMS), ISO9001
Hands-on or strategic leadership experience in managed services & maintenance
Proven track record in contract renewals and supplier negotiations
If you're a results-driven leader with a passion for service excellence, apply today!


JOB PROFILE
Role Responsibilities
Continuous Improvement
Accountability for the quality of service
Continuous inputs to processes improvement and governance of QMS for M&MS
Improve customer satisfaction and perception by delivering continuous service
Improve and positively addressing any areas of under performance
Reporting
Ensure all customer operations performance is aligned with budgets, strategy, service catalogue
Provide monthly reporting and analysis around revenue and time logged to ensure none are below the expected ratio
People Leadership
Own the resource planning, allocation and team management for the Maintenance & Managed Services team
Coach, mentor, motivate and supervise team members and influence them to take positive action and accountability for their assigned work
Cascade and enforce all policies and processes with team members
Attend management meetings, annual events, and other activities directed by the CEO.
Flexibility to travel as required for customer meetings
Awareness and compliance of ISO9001, UK GDPR regulations
Any other duties as required

Skills & Knowledge
Must have hold similar position in the Telecom Industry
Commercially aware and politically astute
Highly customer focused and client facing with a solution orientated mind-set
Demonstrates sound judgement, able to assess situations and make sound conclusions decisions
Persuasive, encouraging and motivating
Ability to elicit cooperation from a wide variety of sources – a strong negotiator
Strong interpersonal skills with a professional attitude
Excellent presentation and communication skills
Tenacious, self-motivated and quality minded
Decisive and results focused
Meticulous, structured with excellent attention to detail
Strong technical background
Adaptable, can conform to shifting priorities, demands and timelines whilst retaining control

SPECIFICS
Meetings Lead
Weekly 1:1 with direct reports
Monthly department call
Monthly/ad hoc operational review calls with major customers
Maintenance renewal negotiation calls
Ad hoc customer escalation calls

Ratio
Own M&MS ratio
Review Revenue / Costs / Time Booking / # Tickets / SLA
Create Ratio Dashboard
Update QBR for M&MS
Update QSR for M&MS
Customer Renewals
Negotiate renewals
Create proposals
Supplier Renewals
Negotiate renewals
Create PO
Onboard new suppliers

Tracking
Holidays
On Call Rota
On Call / Overtime Payments
Root Cause Analysis
Customer Comms
Enhanced Services / EOL

Review
Sales Proposals
New customer contracts / updates to existing customer contracts
Service Catalogue
Price book

QMS
Process Owner / update process
Partake in Audits

Team
Management
Appraisals/Goals
WorkDay
Employment Details
Employment Type:
Permanent Employment
Industry:
Telecom
Work space preference:
Work from Home
Ideal work province:
Gauteng
Ideal work city:
Johannesburg
Salary bracket:
R 0 - 83000
Drivers License:
CODE B (Car)
Own car needed:
Yes