Senior Customer Services Manager

About the Position

Senior Customer Services Manager

HENSOLDT SOUTH AFRICA (PTY) LTD is seeking a Senior Customer Services Manager to lead and optimize customer service strategies, knowledge management, and operational excellence in Irene, South Africa.

Responsibilities

• Customer Services Strategy and Operational Excellence

  • Develop and optimize Customer Services strategies, product capabilities, performance frameworks, and governance practices across the service environment to improve operational delivery and benefit realization, resulting in increased customer satisfaction, service efficiency, and business profitability.

• Knowledge Management and Service Enablement

  • Establish and govern organizational knowledge assets through structured methodologies, controlled repositories, and the integration of technical information to make service knowledge accessible and reusable, resulting in consistent service delivery and strengthened organizational capability.

• Business Intelligence and Process Optimisation

  • Analyze service performance, operational trends, and key performance indicators across Customer Services to identify and implement targeted process improvements, resulting in better decision-making, improved service delivery, and stronger business performance.

• Customer and Contract Management

  • Manage customer requirements, contractual performance, and Service Level Agreements across the service lifecycle to align stakeholder expectations with operational delivery, resulting in stronger customer relationships, improved compliance, and measurable service improvements.

• Leadership and Strategic Programme Delivery

  • Lead multidisciplinary teams, strategic projects, and organizational-change initiatives through effective resource allocation, performance management, and capability development to build sustainable service-management capacity, resulting in successful programme delivery and long-term business performance.

Requirements

• Minimum NQF Level 7 qualification in Commerce, a technical field, or a related discipline.
• Minimum 8 years’ management experience in customer services, stakeholder management, and operational leadership.
• Minimum 5 years’ experience in knowledge and product management within a technical or engineering environment.
• Experience leading cross-functional service-improvement initiatives.
• Experience in Product Lifecycle Management, programme management, Service Level Agreement management, service management, and customer services.
• Experience managing and implementing strategic programmes, business processes, and organizational change.

Key Technical Skills

• Customer Services Management
• Knowledge-Centred Service Methodologies
• Knowledge Repository Management
• Technical Knowledge Integration
• Product Lifecycle Management
• Technical Product Management
• Service Delivery Management
• Customer Relationship Management Systems
• Contract and Service Level Agreement Management
• Business Process Design and Optimisation
• Lean Six Sigma Methodologies
• Business Intelligence and Data Analytics
• Service Performance Measurement and Reporting
• Enterprise Resource Planning Systems
• Ticketing and Enterprise Service Management Systems
• Change Management
• Operational Risk Management
• Financial Planning and Budget Management
• Project and Programme Management

We Offer

• Competitive salary
• Opportunity to work in a diverse and inclusive corporate culture
• Professional growth and development opportunities

About the Company

HENSOLDT South Africa focuses on diversity, equity, and inclusion in our organizational strategy. We are committed to building a diverse and inclusive corporate culture that benefits our employees and delivers better outcomes for our clients. We welcome applications from all ethnic groups and encourage candidates from designated groups to apply.

Application Deadline

26 October 2026

How to Apply

Please submit your CV by applying directly on the HENSOLDT Careers page.

If you have not been contacted within 14 days of the closing date, please consider your application unsuccessful.

Become our next pioneer. Apply now and become part of the HENSOLDT team!

HENSOLDT is committed to diversity and an inclusive corporate culture. We therefore welcome all applications - regardless of origin, age, gender, disability, identity, or ideology.