Manager: Operations Support Jobs in Centurion

Telkom (SA) Soc Limited is looking for a Manager: Operations Support to lead FTTH and FTTB retail operations within its Openserve business in Centurion. This M5 management role, reporting to Senior Management with a team of 5 to 10 people, suits an operations leader with fibre retail experience, strong technical grounding and supervisory ability.

About the company and the work

Telkom (SA) Soc Limited is one of South Africa’s largest telecommunications employers, with 5,001 to 10,000 people. Its Openserve division runs the fibre network infrastructure behind retail broadband services. In this role, you would manage retail operations for fibre-to-the-home and fibre-to-the-business services, including retail order management, assurance, billing queries, ordering system enhancements and assurance testing, while defining and managing the retail operational processes, systems and the operations team.

Role details and duties

• Support Senior Management in driving strategic analysis and insight to define and manage retail operational processes, systems and the operations team, with goals and KPIs linked to strategic objectives.
• Develop, build and integrate retail customer operations models, platforms and systems, and ensure service and network availability and performance with service management.
• Make sure customers comply and upload all RICA documents, and that refunds and cancellation requests are processed timeously.
• Research technology, solutions and services, suggest system improvements with stakeholders, and train the team to improve efficiencies.
• Coordinate vendor and supplier service, maintain support contracts, define KPIs for the operations support team, manage stakeholder engagements and conduct complex negotiations.
• Support strategic initiatives and projects, including work breakdown structures, timelines, progress updates, complex technical support and skills transfer.
• Identify customer dissatisfaction and potential churn indicators, establish retention and save processes, and work with product and technical teams on recurring dissatisfaction.
• Generate statistics and reports, manage supplier contracts and service level agreements.
• Define standards for customer communication across the support lifecycle, including notifications about service activation delays, faults and queries, resolutions, complaints and escalations.

Requirements

• NQF 6: National Diploma, Advanced Diploma or Certificate.
• 5 years of relevant experience.
• An Electrical Engineering or Information Technology degree or diploma, and/or a Business Management diploma or degree.
• Experience in a relevant technical (FAMC/SOC) or business environment, and 2 years of supervisory experience.
• A valid driver’s licence.
• Willingness to work flexible working hours.
• Functional knowledge including ICT fundamentals, network and service management, network, product and service technologies, operations management, troubleshooting techniques, Telkom policies and procedures, and the telecommunication network.
• Skills including analytical ability, coaching, computer applications, communication, decision making, facilitating techniques, interpersonal skills, organising techniques, planning, problem solving, report writing, telephone etiquette, technical equipment handling, systems thinking and project management.

Where to find and apply safely

This opportunity is advertised by Telkom (SA) Soc Limited on PNet. Use the Apply button on this page to reach the original advert, and apply only through that official listing. A genuine recruiter will never ask you to pay a fee to be considered for a role. The source states no salary for this role, so no salary figure is shown here. The job number on the original advert is 10031765.

Practical tips

• Show your fibre retail operations experience, especially FTTH/FTTB order management and assurance.
• Give examples of how you improved service availability, performance or customer satisfaction.
• Highlight your supervisory experience and how you coached a team to better results.
• Mention experience with RICA compliance, refunds, cancellations or retention processes.
• Confirm that you hold a valid driver’s licence and can work flexible hours.

How the process works

After you apply through the original PNet advert, Telkom reviews applications against what the Openserve operations role needs, including qualifications, relevant experience and supervisory background. Suitable candidates are contacted for the next steps, which may include interviews covering fibre retail operations and team management.

Important information

This post shares a job opportunity for information only. It is not a job offer, and the final decision on hiring rests with the employer. Always confirm the role details on the original advert before applying.

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