Manager: Commercial and Service Management
Role Purpose The Manager: Commercial and Service Management is accountable for driving business growth, ensuring financial discipline, and delivering exceptional service to customers. This role combines revenue generation and commercial governance with oversight of service delivery, customer experience, and operational excellence. The ideal candidate will be commercially astute, highly customer-focused, and capable of balancing growth targets with strong service management to maintain long-term client relationships.
Responsibilities
Commercial Management
- Build and maintain a qualified sales pipeline to achieve revenue growth targets.
- Drive contract lifecycle management, creation, renewal, risk mitigation, escalations.
- Maintain financial discipline by eliminating billing leakage and ensuring accurate invoicing.
- Strengthen customer relationships to reduce churn and identify expansion opportunities.
- Provide timely and accurate commercial reporting to support decision-making.
Service Management
- Oversee service delivery performance to ensure agreed SLAs and uptime targets are consistently met.
- Lead incident and problem management to minimize disruption and improve customer, experience.
- Govern change and release processes to reduce service risk and unplanned outages.
- Drive continuous improvement and service optimization initiatives.
- Build a culture of customer-centric service excellence.
Leadership & Reporting
- Mentor and develop junior team members.
- Provide clear, actionable performance dashboards and reports.
- Act as the key interface between commercial, operations, and executive leadership.
- Identify risks and proactively develop mitigation plans
Education & Experience –
- Bachelor’s degree in business (Commerce), or related.
- 5+ years’ experience in commercial management, service delivery, or operations leadership.
- Strong knowledge of B2B contracts, SLAs, service management frameworks (e.g., ITIL), and financial governance.
Key Competencies
- Strategic thinking & commercial acumen
- Contract negotiation & management
- Customer relationship management & service delivery excellence
- Financial discipline & analytical problem solving
- Leadership & team development
- Strong communication and stakeholder management