Service Manager - iStore Africa at Core Group

Purpose of the Role

• The Service Manager – iStore Africa will own the end-to-end repair journey and strategic leadership of iStore’s service operations across the African continent. This role is accountable for every stage of the repair process — from collections and logistics to workshop operations and final customer delivery — ensuring all service centres operate in line with Apple Authorised Service Provider (AASP) standards.
• The successful candidate will play a critical role in driving operational excellence, improving customer experience, maintaining audit readiness, and supporting the continued expansion of iStore service operations across Africa.

Key Responsibilities

Operational & Repair Management

• Lead the end-to-end repair lifecycle across all African service locations.
• Ensure fast, high-quality repairs while maintaining Apple service standards.
• Drive turnaround times and maintain strong SLA performance across all service centres.
• Manage parts flow, collections, logistics, and cross-border repair operations.
• Ensure same-day repairs where workshop capabilities allow.

Service Quality & Compliance

• Maintain Apple AASP compliance and audit readiness across all locations.
• Ensure all technicians maintain required Apple certifications (ACMT / ACiT).
• Drive continuous improvement initiatives to optimise workshop efficiency and repair quality.
• Maintain repeat repair rates below target through strong root-cause analysis and operational controls.

Customer Experience

• Drive a premium after-sales customer experience aligned with the iStore brand.
• Manage escalations effectively and ensure timely customer communication.
• Improve service desk operations and customer satisfaction metrics.

Stock & Asset Management

• Ensure accurate stock control and inventory management across all service centres.
• Manage workshop asset registers, tooling, and shrinkage controls.
• Ensure the right parts are available to support operational efficiency.

Regional Expansion

• Support the rollout and operational readiness of new service locations across Africa.
• Ensure all workshops meet Apple standards from day one.
• Partner with regional stakeholders to support business growth and expansion.

Leadership

• Lead and develop Technical and Customer Service Supervisors across multiple countries.
• Drive team performance, operational rhythm, and accountability.
• Foster a culture aligned to Core Group values: Customer Focus, Passion, Innovation, Teamwork, Integrity, and Getting Things Done.

Requirements

Experience

• Minimum 5 years’ experience managing after-sales or service operations within premium electronics, technology, or related environments.
• Proven experience managing service operations across multiple regions or countries.
• Strong operational understanding of repairs, spare parts management, logistics, and customer service.
• Experience working within high-performance, KPI-driven environments.
• Previous Apple or premium technology brand experience advantageous.

Qualifications

• Relevant qualification in Business, Operations, Engineering, IT, Electronics, or related field.
• Apple certifications (ACMT / ACiT) advantageous.
• Additional certifications such as Lean Six Sigma or ITIL beneficial.

Skills & Competencies

• Strong operational leadership and problem-solving ability.
• Excellent stakeholder and people management skills.
• Ability to work effectively across multiple countries and cultures.
• Strong analytical and reporting capability.
• Comfortable working in a fast-paced, high-pressure environment.
• Strong understanding of service operations, compliance, and customer experience.

What Success Looks Like

• High-quality repair execution across all service locations.
• Strong SLA performance and operational efficiency.
• Excellent customer satisfaction outcomes.
• Audit-ready service centres aligned to Apple standards.
• Effective regional collaboration and scalable operational processes.
• High-performing and engaged technical teams.