Senior Customer Service Manager

SUMMARY:
Lead the Customer Experience. Drive Service Excellence. Deliver Results.

POSITION INFO:
Are you passionate about customer service and operational excellence? Do you have a proven track record of leading support teams, improving service delivery, and ensuring customers receive exceptional levels of service? A leading technology and business solutions provider is seeking a Senior Customer Service Manager to take ownership of customer service delivery across multiple support functions. This is a high-impact leadership role focused on enhancing the customer experience, driving accountability, improving operational performance, and ensuring service excellence across the business. The successful candidate will be a strong people leader with experience in customer service management, SLA performance, ticket management, and continuous process improvement. Key Requirements: Customer Service Leadership Lead and oversee customer service delivery across support teams. Ensure customer queries, incidents, and service requests are resolved efficiently and professionally. Drive customer satisfaction through effective communication and service excellence. Identify service delivery gaps and implement corrective actions. Develop strategies to continuously improve the customer experience. Ticket Management & SLA Performance Monitor ticket queues and ensure all requests are tracked through to resolution. Ensure compliance with service-level agreements (SLAs). Manage escalations and drive the timely resolution of customer issues. Analyse recurring service challenges and implement preventative measures. Maintain visibility of ticket backlogs and service performance metrics. Team Management & Performance Lead, coach, and develop customer-facing support teams. Drive accountability for service delivery, customer communication, and follow-ups. Establish clear performance expectations and service standards. Collaborate with technical and operational managers to ensure effective issue resolution. Foster a customer-centric culture focused on responsiveness and quality service. Reporting & Continuous Improvement Monitor and report on key customer service metrics, including: Response times Resolution times SLA compliance Customer satisfaction Ticket backlogs Prepare management reports and service performance dashboards. Identify opportunities to improve processes, systems, and service delivery efficiency. Drive continuous improvement initiatives across the customer support environment. Job Experience and Skills Required: Proven experience in Customer Service Management, Service Delivery Management, or Contact Centre Operations. Experience leading customer-facing support or service teams. Strong understanding of SLA management, customer escalations, and service performance measurement. Experience working with CRM, ticketing, or service desk platforms. Excellent leadership, coaching, and stakeholder management skills. Strong problem-solving and conflict-resolution abilities. Exceptional communication and interpersonal skills. Ability to manage multiple priorities in a fast-paced environment. Demonstrated success implementing customer service improvement initiatives. Experience working in a multi-departmental or multi-product support environment. Willingness to travel when required. Apply now! For more exciting (Finance/ Engineering/ IT / Supply Chain / Commercial & C-Suite) vacancies, please visit: If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions. For more information, contact: Juanette Lotter Executive Consultant