Service & Operations Manager (HAY Band - O) at Rand Water

Job Advert Summary    

• The Service & Operations Support Manager is responsible for managing the overall relationship between the Finance Shared Services Centre (FSSC) and its customers, ensuring that service delivery frameworks, standards, and governance structures are established, maintained, and continuously improved. The role provides operational support to the FSSC through service management, performance reporting, business improvement initiatives, and data-driven insights to enhance efficiency, service quality, and customer satisfaction.

Minimum Requirements    
Minimum Education/NQF Level

• Bachelor’s degree in accounting or related field

Desired Education/NQF Level

• Honours in accounting or related field

Experience

• Minimum of 5 years’ supervisory experience in a support function (e.g. Finance, HR, Service Centre)
• Proven experience in Service Desk and Service Management environments
• Experience in managing service delivery, SLAs, and performance reporting

Primary Duties    

• Manage and maintain service level targets, standards, and service catalogue for the FSSC.
• Develop, implement, and monitor Service Level Agreements (SLAs) aligned to customer requirements.
• Establish and oversee service management processes, tools, and governance frameworks.
• Monitor and report on service performance, identifying improvement opportunities.
• Oversee service desk operations and ensure effective handling of customer interactions.
• Manage service non-conformance and drive continuous performance improvement initiatives.
• Ensure the implementation and operation of a Service Governance Model.
• Lead the development and delivery of operational performance reports and dashboards.
• Provide data analytics support to enhance service delivery and business performance.
• Ensure alignment between FSSC services and business and customer needs.
• Drive continuous improvement initiatives across service delivery processes.
• Manage stakeholder relationships and ensure high levels of customer satisfaction.
• Oversee request management for new or enhanced services.
• Ensure adherence to SLA commitments and service quality standards.
• Support strategic initiatives related to Finance Shared Services optimisation.

Knowledge    

• Service Management frameworks and practices
• Finance processes and Shared Services environments
• Service Level Agreement (SLA) development and monitoring
• Performance management and reporting
• Governance and compliance frameworks
• Data analysis and reporting methodologies

Skills    

• Service delivery and performance management
• Data analysis and reporting
• Project and process management
• Stakeholder engagement and relationship management
• Communication (written and verbal)
• Problem-solving and decision-making
• Planning and organisational skills
• Ability to foster a high- performance team environment
• Strong people management and coaching capability
• Builds effective cross- functional relationships

Attitude    

• Results-driven and customer- focused
• Strong accountability and ownership
• High level of integrity and professionalism
• Adaptability and resilience
• Collaboration and teamwork
• Continuous improvement mindset
• Ability to influence and drive change
• Drives collaboration and teamwork across functions
• Demonstrates integrity, trust, and accountability

Deadline:22nd April,2026