Manager - Service Management

About the role

The Manager - Service Management bridges stakeholder relationships, structured project management and strategic service delivery at TDRA. The role ensures continuous service alignment with customer needs, manages end-to-end project lifecycles and oversees day-to-day service performance.

Key responsibilities

• Stakeholder and relationship management: build collaboration and trust with internal and external stakeholders, set up and optimise formal and informal communication flows, resolve disputes and keep senior management informed of critical issues, and organise cross-functional forums, working groups, roadshows and training sessions.
• Project management: direct projects across the five PMBOK process groups (Initiating, Planning, Executing, Monitoring & Controlling, Closing) and the nine PMBOK knowledge areas (Integration, Scope, Time, Cost, Quality, HR, Communication, Risk, Procurement).
• Service management and strategy: oversee day-to-day service delivery, own issue resolution and contractual escalations, run service reviews and customer satisfaction surveys, align services with customer workloads and business strategy, and work with Sales, Solution Architects and Product Marketing on service improvements.

Required profile

• 8-10 years of professional experience.
• Proven track record managing technical staff in customer-facing service delivery roles.
• Strong knowledge of LAN/WAN, MPLS networks and network security design.
• Solid understanding of systems technology (OS, databases, applications).
• Deep expertise in the ITIL framework, with an emphasis on Incident Management.

Required skills

• ITIL Foundation certification.
• Project management certification (e.g. PMP or equivalent).
• Management or team lead training or certifications.
• Network-related training or certifications.