iStore is the home of everything Apple, and Africa’s largest Apple Premium Reseller. With a retail footprint of over 40 physical and online stores across Africa, iStore provides expert advice, Apple Authorised Repairs, business and education solutions, training, and technical support for everything Apple.

At Core Group, we are passionate about technology, innovation, and delivering exceptional customer experiences. We are looking for a highly driven and operationally strong Service Manager to lead and elevate our service operations across Africa.

Purpose of the Role

The Service Manager – iStore Africa will own the end-to-end repair journey and strategic leadership of iStore’s service operations across the African continent. This role is accountable for every stage of the repair process — from collections and logistics to workshop operations and final customer delivery — ensuring all service centres operate in line with Apple Authorised Service Provider (AASP) standards.

The successful candidate will play a critical role in driving operational excellence, improving customer experience, maintaining audit readiness, and supporting the continued expansion of iStore service operations across Africa.

Key Responsibilities

Operational & Repair Management

• Lead the end-to-end repair lifecycle across all African service locations.
• Ensure fast, high-quality repairs while maintaining Apple service standards.
• Drive turnaround times and maintain strong SLA performance across all service centres.
• Manage parts flow, collections, logistics, and cross-border repair operations.
• Ensure same-day repairs where workshop capabilities allow.

Service Quality & Compliance

• Maintain Apple AASP compliance and audit readiness across all locations.
• Ensure all technicians maintain required Apple certifications (ACMT / ACiT).
• Drive continuous improvement initiatives to optimise workshop efficiency and repair quality.
• Maintain repeat repair rates below target through strong root-cause analysis and operational controls.

Customer Experience

• Drive a premium after-sales customer experience aligned with the iStore brand.
• Manage escalations effectively and ensure timely customer communication.
• Improve service desk operations and customer satisfaction metrics.

Stock & Asset Management

• Ensure accurate stock control and inventory management across all service centres.
• Manage workshop asset registers, tooling, and shrinkage controls.
• Ensure the right parts are available to support operational efficiency.

Regional Expansion

• Support the rollout and operational readiness of new service locations across Africa.
• Ensure all workshops meet Apple standards from day one.
• Partner with regional stakeholders to support business growth and expansion.

Leadership

• Lead and develop Technical and Customer Service Supervisors across multiple countries.
• Drive team performance, operational rhythm, and accountability.
• Foster a culture aligned to Core Group values: Customer Focus, Passion, Innovation, Teamwork, Integrity, and Getting Things Done.
  

Requirements

Experience

• Minimum 5 years’ experience managing after-sales or service operations within premium electronics, technology, or related environments.
• Proven experience managing service operations across multiple regions or countries.
• Strong operational understanding of repairs, spare parts management, logistics, and customer service.
• Experience working within high-performance, KPI-driven environments.
• Previous Apple or premium technology brand experience advantageous.

Qualifications

• Relevant qualification in Business, Operations, Engineering, IT, Electronics, or related field.
• Apple certifications (ACMT / ACiT) advantageous.
• Additional certifications such as Lean Six Sigma or ITIL beneficial.

Skills & Competencies

• Strong operational leadership and problem-solving ability.
• Excellent stakeholder and people management skills.
• Ability to work effectively across multiple countries and cultures.
• Strong analytical and reporting capability.
• Comfortable working in a fast-paced, high-pressure environment.
• Strong understanding of service operations, compliance, and customer experience.
  

What Success Looks Like

• High-quality repair execution across all service locations.
• Strong SLA performance and operational efficiency.
• Excellent customer satisfaction outcomes.
• Audit-ready service centres aligned to Apple standards.
• Effective regional collaboration and scalable operational processes.
• High-performing and engaged technical teams.
  

Why Join Core Group?

At Core Group, you will have the opportunity to work within one of Africa’s leading technology retail and service businesses, partnering with world-class brands and passionate teams across the continent.

If you are an operationally driven leader who thrives in fast-moving environments and is passionate about service excellence, we would love to hear from you.
If your application is successful, background checks will be conducted (criminal record, credit, ID verification, matric verification, and references).