Head Of Maintenance & Managed Services- Remote

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