Service Manager

Job description

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.

Personality Traits We Are Looking For
Assertive and confident
Organized and self-driven
Calm under pressure
Strong decision-making ability
High work ethic and integrity
Able to lead diverse teams
Passionate about customer experience
Why Join Okavango Foods?
Work in a growing and innovative food manufacturing company
Lead two key operational areas (Customer Service & Kitchen Coordination)
Build systems, improve service, and make visible impact
Growth and advancement opportunities
How to Apply

Interested candidates should email the following to humanresource@okavangofoods.net:

CV
Copies of Academic and Professional Qualifications (where applicable)
A short Cover Letter explaining why you are suitable for this role
Your Expected Pay (Salary Expectation)

Email Subject Line:

APPLICATION – SERVICE MANAGER

Application Deadline: 20th November 2025

Only shortlisted candidates will be contacted.