Service Manager

ADG is a global strategic technology firm that helps organisations scale intelligently, efficiently and securely. With teams across Africa, the Middle East and Europe, we combine world-class engineering with deep business understanding. We deliver transformation through three integrated models: advisory, implementation and managed services. This approach …

Service Manager

The Opportunity

• As the Service Management Lead for Managed Services, you will be accountable for defining, deploying, and maintaining a robust, scalable, and commercially agile service delivery framework. You will drive operational excellence across Products, Customer services, and Internal services, ensuring high performance, stability, and continuous improvement for ADG and its customers. You will take ownership once a service enters Pre-Production / Hypercare / BAU.

Key Responsibilities

Service Delivery & Operations

• Accountable for system uptime, health, and meeting defined Service Level Agreement (SLA) and Experience Level Agreement (XLA) targets.

• Standardize and enforce ITIL processes including Incident Management, Change Management, Problem Management, and Request Management.

• Oversee service stabilization, proactive maintenance (patch management & upgrades), and Continuous Service Improvement (CSI).

• Implement and manage automation, AI-Ops, and reporting dashboards for proactive monitoring and insights.

• Define and manage service scope, operating model, and hand-off points for Managed Services across Products, External services, and Internal services.

Service Strategy

• Define the Service Catalog and SLA/XLA Frameworks.

• Oversee the Service Onboarding and Transition Plan.

• Control change processes to ensure all service scope modifications are approved in advance.

• Cost of Service (CoS) Reporting: Develop and maintain reporting on the true cost of service delivery across Products, Customer services, and Internal services to inform pricing and strategy.

Commercial Management

• Define Commercial & Consumption Models (Fixed Fee, Retainer/T&M, Penalty structures).

• Manage annuity invoicing and, where applicable, administer penalties for service level non-compliance.

• Service Budget Management: Own and manage the operational expenditure (OpEx) budget for the Managed Services delivery function, driving cost-optimization initiatives without compromising service quality.

• Annuity Growth: Strategically identify opportunities for expanding existing managed services contracts and contribute to achieving annuity revenue growth targets.

Partner & Service Provider Management

• Manage relationships with OEMs, technology partners, and external Service Providers (SPs) to ensure quality and adherence to service delivery parameters.

• Enforce contractual accountability for scope and schedule on partners and SPs.