Service Manager

Okavango Foods Limited • Full-time • Lusaka • 1w ago

About Us

Okavango Foods is one of Zambia’s fastest-growing food manufacturing and catering companies, committed to quality, operational excellence, and exceptional customer experience. We are strengthening our service and operational coordination by introducing a key leadership role.

Position: SERVICE MANAGER

Reports to: Chief Operating Officer (COO)

Supervises: Customer Care Team Leaders, Kitchen Team Leaders, Service Teams

📌 Purpose of the Role

The Service Manager ensures excellent customer experience, oversees customer complaint resolution, enforces SOP compliance, and ensures seamless coordination between Customer Care and the Kitchen. This is a fast-paced, high-responsibility leadership role requiring hands-on management.

Key Responsibilities

1. Customer Experience & Complaint Management

Oversee all customer interactions for professionalism, accuracy, and speed.
Manage and resolve customer complaints within required timelines.
Monitor calls, chats, and customer communication channels.
Drive continuous improvement in the customer experience.

2. Coordination Between Customer Care & Kitchen

Ensure timely, accurate transmission of orders to the kitchen.
Communicate stock-outs, special requests, and priority orders in real time.
Support kitchen teams during high-volume periods to avoid errors and delays.
Ensure Customer Care and Kitchen work in sync, especially during peak hours.

3. SOP Enforcement & Quality Control

Enforce all service, kitchen coordination, order processing, and escalation SOPs.
Conduct daily audits and checks on team adherence.
Identify root causes of recurring issues and implement corrective actions.
Ensure full compliance with promotions, order accuracy, and packing standards.

4. Operational Leadership

Lead daily briefs with both Customer Care and Kitchen.
Track team performance, order turnaround time, and service accuracy.
Escalate disciplinary or operational issues when necessary.
Provide operational leadership during busy periods.

5. Team Development

Coach, motivate, and hold team leaders accountable.
Support HR with training, onboarding, and performance management.
Provide continuous feedback to improve staff competence and discipline.

Qualifications & Experience

Minimum Requirements (Must Have):

Strong, proven experience (minimum 3 years) in:
Customer service leadership, and/or
Food service, catering, restaurant, or hospitality operations, and
Managing teams in a fast-paced environment
Excellent communication, coordination, and problem-solving skills
Ability to enforce SOPs and maintain discipline
Strong leadership and integrity

Academic Qualifications

A Diploma or Degree in Hospitality, Business, Food Service Management, or related fields is an advantage.
However, substantial, proven practical experience in a similar role MAY replace academic qualifications.
This must be clearly demonstrated through:
Previous positions held
Work history in similar environments
References and evidence of performance

Important Notice (PLEASE READ BEFORE APPLYING)

🔴 ONLY applicants who meet the minimum experience requirements should apply.

🔴 Do NOT apply if you do not have strong, relevant experience supervising teams in a hospitality, food service, restaurant, or customer service environment.

🔴 Applications without the required experience will NOT be considered.

This is a senior, hands-on operational role — not an entry-level position.