Position Title: Contract Service Manager
Division: Office Automation & IT Services
Company: Daltron
Location: Port Moresby, Papua New Guinea
Reports To: Assistant General Manager

Position Overview

The Service Manager is responsible for leading Daltron’s service operations, including management of service contracts, photocopier service agreements, IT service desk, and the OA (Office Automation) technical team. This role requires a hands-on leader with strong technical expertise, proven experience in contract management, and the ability to drive customer satisfaction while ensuring operational efficiency and profitability of the service department.

Key Responsibilities

1. Contract & Service Management

• Oversee the management of all photocopier and office automation service contracts.
• Negotiate, prepare, and renew service-level agreements (SLAs) with corporate and government clients.
• Ensure all contracts deliver expected service quality, profitability, and compliance with terms.

2. Service Desk & Customer Support

• Manage the central service desk for logging, tracking, and resolving customer issues.
• Establish escalation procedures to ensure timely resolution of critical cases.
• Monitor service desk KPIs such as response time, resolution time, and customer satisfaction.

3. Technical Team Leadership

• Lead and manage the OA technical team, including photocopier engineers and IT service technicians.
• Provide training, mentoring, and performance reviews for technical staff.
• Ensure the team is well equipped and certified to handle installations, repairs, and preventive maintenance.

4. Operational & Financial Management

• Develop annual budgets for the service department and monitor financial performance.
• Drive cost-efficiency while maintaining high service quality.
• Track and report on service revenue, profitability of contracts, and departmental performance.

5. Process Improvement & Compliance

• Implement service management best practices (e.g., ITIL standards where applicable).
• Continuously improve service delivery processes to enhance efficiency and customer experience.
• Ensure compliance with occupational health & safety standards and company policies.

6. Client Relationship & Business Support

• Act as the primary point of contact for key service clients.
• Work closely with the sales team to support bids and proposals involving service contracts.
• Provide input into product/service improvements based on client feedback and market trends.

Qualifications & Experience

• Bachelor’s degree in engineering, IT, Business, or related field (preferred).
• Minimum 7–10 years’ experience in service management roles, with at least 3 years in a leadership capacity.
• Proven experience managing photocopier service contracts, OA solutions, or IT services.
• Strong knowledge of contract management, SLAs, and service desk operations.
• Familiarity with ITIL processes or equivalent service management frameworks is an advantage.

Skills & Competencies

• Excellent leadership and people management skills.
• Strong customer service orientation with proven client-handling abilities.
• Solid technical background in office automation and IT systems.
• Analytical and financial management skills, including budgeting and cost control.
• High level of problem-solving and decision-making ability.
• Strong communication and negotiation skills.

Key Performance Indicators (KPIs)

• Service contract renewal rate and profitability.
• SLA compliance (response and resolution times).
• Customer satisfaction scores and feedback.
• Efficiency and productivity of the technical team.
• Service revenue growth and cost control performance.
• Continuous improvement initiatives implemented.

How to Apply:

If you're excited to join a dynamic team and make a real impact, we'd love to hear from you!

Please submit your resume and a cover letter outlining your experience and why you'd be a great fit for this role to [email protected] or by clicking Apply below.

Application closes by COB Friday, 28 November 2025.