Service Manager, B2B Sales

Whats the Role

Accountable for ensuring seamless service delivery, governance, and customer satisfaction for C&W Business’ strategic and enterprise customers. Builds strong relationships with C-level stakeholders (CEOs, CIOs, CTOs, COOs) to ensure continuity, retention, and business growth.

What Youll Do

ICT Service Delivery Oversight 

Oversee end-to-end service delivery for strategic projects, enterprises, and/or government customers, ensuring consistent, reliable ICT managed services

This includes coordination of: 

• Third-party Managed IT services 

• Managed Wi-Fi and Network  

• Managed Firewall Security 

• Data Centre Management & Disaster Recovery  

Cross-Functional & Vendor Coordination 

• Supervise multiple third-party providers, ensuring SLA compliance, contract adherence, and vendor performance monitoring. 

• Build strategic partnerships and facilitate communication across technical and operational teams

Operational Excellence & Technical Leadership

• Drive uptime and reliability
• Define, document, and continuously improve IT support and incident management processes. 
• Monitor incidents, enforce SLA compliance, and conduct random ticket audits.
• Implement and track KPIs to measure and enhance service delivery efficiency. 
• Oversee cybersecurity reporting, vulnerability management, remediation, and compliance with standards. 

Disaster Recovery & Business Continuity 

• Lead planning and execution of disaster recovery strategies for mission-critical infrastructure. 

Internal Consultancy & Advisory 

• Provide technical guidance to service management teams to improve outcomes. 

• Serve as SME for ICT infrastructure and security to support informed decision-making. 

Strategic & Leadership Competencies 

• Strategic Skills—Anticipate risks/opportunities and provide proactive solutions. 

• Driving Results – Translate business needs into actionable projects with measurable outcomes. 

• Performance Management – Coach and guide high-performing teams. 

• Learning Agility – Adapt quickly to evolving technologies and priorities. 

• Relationship Building – Sustain trusted relationships across