785 Client services manager Jobs and Work in Gauteng

The Manager: Client Governance, Service Delivery, Portfolio Continuity & Growth is responsible for the governance, compliance, operational management, client service and revenue protection of SoluGrowth's managed services portfolio. The role serves as the central coordination point between clients, project teams, support teams, finance, quality management and executive management to ensure contractual obligations, service levels, governance requirements and operational commitments are achieved.

The role is also responsible for maintaining continuity across the client portfolio by ensuring that client knowledge, contract records, billing rules, SLA hours, system access, evidence packs, ISO records, open actions, risks and opportunities are properly documented, verified and maintained. The role must reduce operational dependency on individual knowledge and ensure that client, revenue and governance information remains accessible to the wider management team.

The role is further accountable for identifying opportunities for revenue growth within existing accounts, supporting new business development activities, assisting with tenders, renewals and extensions, and contributing towards divisional revenue targets.

Degree or Diploma in Business Administration, Information Systems, Project Management, Business Analysis, Quality Management or a related field.
Minimum 8 years relevant experience in client relationship management, service delivery, governance, compliance, PMO, managed services or operational management.
Experience managing a client portfolio with revenue, SLA, billing, contract and governance responsibilities.
Experience coordinating finance, billing, PO, invoice or revenue assurance activities.
Experience maintaining governance evidence, audit packs, client registers and operational risk logs.
Experience working with SharePoint, Teams, Jira, Confluence or similar document and service management tools.
Strong administration, documentation and organisational skills.
Excellent written and verbal communication skills.
Proven ability to manage multiple priorities simultaneously.
Ability to manage sensitive client relationships, escalations and stakeholder history professionally.
Advantageous Experience
ISO 9001
PRINCE2, PMP, PMBOK or ITIL certification or exposure.
Managed services, software support or technology project delivery experience.
Experience with client renewals, contract extensions, support hour tracking and billing governance.
Tender, proposal, quotation and bid administration.
Managed services, software development or technology environments.
Experience working with governance, compliance and service delivery frameworks.

Key Responsibilities

1. Client Governance & Relationship Management
Manage client relationships and governance forums.
Coordinate stakeholder communication and escalation management.
Ensure high levels of client satisfaction and retention.
Maintain client purpose, key contacts, escalation paths and relationship history for each assigned client.
Manage sensitive stakeholder matters professionally and escalate risks early.
2. Client Portfolio Continuity & Knowledge Management
Maintain a complete client portfolio register, including client purpose, strategic importance, key contacts, finance contacts, escalation contacts, current risks, open actions and renewal risks.
Ensure that client knowledge is documented and not dependent on one individual.
3. Contract & SLA Management
Maintain contract, SLA and renewal registers.
Maintain signed agreements, SOWs, SLAs, addenda, change requests and contract repository links.
Monitor compliance with contractual obligations.
Track contract start dates, end dates, notice periods, renewal actions and extension risks.
Confirm included support hours, hours used, support team allocation and escalation process per client.
Report recurring support issues, SLA risks and support consumption trends.
Ensure contract and SLA evidence is available for client discussions, renewals and audits.
4. Billing Governance & Revenue Assurance
Verify billable services and support billing processes.
Maintain monthly billing cycles, PO owner details, invoice evidence, billing rules and journal requirements per client.
Track SLA hours, additional bucket hours, overage billing and utilisation.
Monitor billing exceptions, over servicing, PO dependencies and revenue risks.
Work with Finance to confirm billing accuracy, invoice readiness and revenue assurance.
Track FY revenue per client and highlight risks to retained revenue.
Prevent revenue leakage and ensure accurate client billing.
5. Governance, Compliance & Audit Coordination
Coordinate governance activities and compliance reviews.
Maintain risk registers, issue logs, decision logs and action logs.
Support audit readiness and evidence management.
Coordinate ISO 9001 audit readiness, audit calendars, management review evidence and certification body communication.
Track open NCRs, CAPAs, supplier register updates, document register updates and ISO risk register actions.
Ensure audit evidence is stored, current, accessible and linked to the correct repository.
Follow up with action owners to close ISO findings and evidence gaps.
6. Tender & Opportunity Administration
Coordinate tender tracking and submission activities.
Track required actions, submission dates, feedback dates, document locations, estimated values and risk ratings.
Ensure supporting documentation remains current and accessible.

7. Resource Coordination & Operational Oversight
Coordinate client-facing resources.
Support workload and capacity planning.
Monitor operational delivery, support performance and escalations.
Maintain visibility of resources allocated to each client and workstream.
Support continuity when resources change or client work is reallocated.

8. Revenue Growth & Business Development
Identify upsell and cross-sell opportunities.
Submit proposals, quotations and 100% compliance to tender responses.
Contribute towards divisional revenue targets.
Maintain an opportunity pipeline within existing accounts.
Protect retained revenue by managing client relationships, service delivery, billing accuracy and renewal risks.
Critical Competencies
Exceptional attention to detail.
Strong administration and organisational capability.
Governance and compliance mindset.
Commercial acumen.
Client relationship management.
Planning and coordination skills.
Excellent report writing and documentation capability.
Problem solving and decision-making skills.
Ability to drive accountability and follow-through.
Ability to protect institutional knowledge and reduce key-person dependency.
Ability to manage billing, SLA, contract and audit evidence accurately.
Personal Attributes
Meticulous and highly organised.
Process driven and structured.
Professional and accountable.
Reliable and dependable.
Commercially aware.
Comfortable engaging with senior stakeholders.
Calm under pressure.
Able to manage sensitive information with discretion.
Passionate about quality, governance and service excellence.
Success Measures

Client & Delivery
Client satisfaction and retention.
SLA compliance.
Effective escalation management.
Operational delivery performance.
Client portfolio registers are complete and current.
Client knowledge is documented and not dependent on one individual.
Governance & Compliance
Audit readiness and outcomes.
Quality of documentation and evidence.
Compliance with governance processes.
Effective risk management.
Abide to ISO Principles
Open actions, risks and missing evidence are tracked to closure.
Commercial
Revenue retained.
Revenue growth within existing accounts.
Opportunity pipeline value.
Contract renewals and extensions secured.

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