Operations Manager

Company Overview

Our client is an award-winning, holistic technology services company with a strong national footprint and a relentless focus on service excellence. They specialise in delivering secure, scalable, and innovative ICT solutions that enable customers to operate with confidence and agility in an increasingly digital world. As industry innovators, they are committed to setting new standards within the IT services sector. The corporate culture is built on recognising excellence, empowering people to take ownership, and fostering deep pride in work delivery.

Placing equal emphasis on people and performance, the company cultivates a supportive, high-performance environment that actively manages customer expectations to deliver a world-class experience.

• Position Title:
  
  Operations Manager (Managed Services & Service Delivery)
• Location:
  
  Midrand, Gauteng, South Africa
• Department:
  Operations
• Employment Type:
  
  Permanent
• Reporting To:
  Managing Director (MD)

The Operations Manager is responsible for the overall leadership, management, governance, and operational performance of the Managed Services environment. This includes overseeing the Service Desk, Projects, Tier 2 & Tier 3 Support, Security Operations, and Service Delivery functions.

This role drives operational excellence, customer satisfaction, SLA compliance, service quality, resource management, and continuous improvement across all operational streams. The Operations Manager ensures services are delivered proactively, efficiently, securely, and in full alignment with company governance, ISO 27001, ITIL best practices, and contractual obligations.

• Lead and manage all operational streams:
  Service Desk, Projects, Tier 2 Support, Tier 3 Engineering, Security Operations, and Service Delivery Management.
• Ensure operational alignment and drive accountability, ownership, and service excellence across departments.
• Develop operational strategies to improve efficiency, customer satisfaction, and profitability while proactively managing risks.

• Monitor SLA performance, ticket quality, response times, resolution times, and escalation processes.
• Drive continuous improvements in customer communication, ticket handling, categorisation, and prioritisation.
• Manage advanced technical support teams (Tier 2 & Tier
  3), driving proactive problem management, root cause analysis (RCA), and platform uptime.
• Oversee patching, monitoring, maintenance, and infrastructure optimisation activities.

• Oversee the successful delivery of customer and internal projects on time, within scope, and within budget.
• Ensure smooth operational handovers from Projects to Managed Services.
• Oversee cybersecurity services, security monitoring, vulnerability management, SIEM, endpoint protection, and firewall functions in compliance with ISO 27001 and POPIA.
• Conduct operational and service review meetings with customers, oversee Service Delivery Managers, and handle major customer escalations.

• Ensure strict compliance with ISO 27001, ITIL best practices, POPIA, internal governance frameworks, and change management procedures.
• Assist with operational budgeting, forecasting staffing/infrastructure requirements, and monitoring operational profitability and resource utilisation.
• Produce operational dashboards and executive reports, presenting regular updates to executive management.

• Matric / Grade 12 (Mandatory)
• Diploma or Degree in Information Technology, Operations Management, or related field (Mandatory)
• ITIL Certification (Advantageous)
• Project Management Certification (Advantageous)
• Security Certifications (Advantageous)

• 10-15 years' experience in ICT Managed Services or IT Operations (Mandatory).
• Minimum 5 years' management experience leading technical and operational teams (Mandatory).
• Proven track record managing Service Desk, Projects, Technical Support, Service Delivery, and Security Operations.
• Strong background in customer engagement and major incident escalation management.

• IT Service Management (ITSM), Managed Services Operations, and SLA/KPI Management.
• Microsoft Technologies, Networking & Security, and Project Coordination.
• Resource Management, Change Management, Operational Reporting, and working knowledge of ISO 27001 & ITIL.

• Exceptional leadership, people management, and conflict resolution capabilities.
• Strong operational discipline, accountability, and a customer-centric mindset.
• High problem-solving ability, strategic thinking, and emotional resilience under pressure.
• Excellent organisational, planning, and communication skills.

• Daily:
  Monitor operational performance, review…