Head of operations

Head of Operations — Cape Town & Consumer Broadband

The Head of Operations is responsible for the effective running of our Cape Town office and the day to day operations of our Consumer broadband business, ensuring consistent delivery, strong alignment with UK leadership, and reliable service across everything both functions touch.

Our group is a UK based telecoms and IT managed services provider operating primarily in the B2B market. We deliver connectivity, voice, cloud, and IT support services, supported by our own UK data centre and ISP, alongside a growing wholesale arm serving UK partners. We also operate a consumer broadband business supplying connections nationwide.

The Cape Town office supports the UK market exclusively and is central to our service delivery, technical operations, and operational scale. You will be the primary operational link between Cape Town and the wider UK group — maintaining service standards, removing friction, and driving activity, coaching, and return on investment in close partnership with the executive team.

As the senior operational contact on the ground, you will be responsible for our people, for managing our Employer of Record provider, and for the day to day running and upkeep of the office and sites, ensuring Cape Town continues to support and scale the UK business effectively.

You will also hold day to day operational ownership of our Consumer broadband business. Small in headcount but serving several thousand end customers, this division demands close oversight across three fronts: the systems and platforms that underpin service delivery, the team that runs them, and the end customer experience. You will be accountable for keeping these reliable, maintaining service standards, and resolving issues before they reach customers.

The business is currently migrating to a new operational platform (Splynx), so you will be leading through active change as well as steady state.

You keep both functions running to a consistently high standard, strengthen the operational link between Cape Town and the UK, and ensure the Consumer base is well served day to day — freeing the executive team to focus on growth rather than firefighting.

• Act as the primary operational leader for the Cape Town office of Rydal (an IT / Telecommunications Managed Service Provider), providing service to the UK market, ensuring smooth day‑to‑day running and alignment with the Group objectives
• Serve as the on‑site operational escalation point, ensuring local issues are resolved quickly and effectively
• Maintain an efficient, high‑performance environment ensuring employees are supported, motivated, and productive
• Collaborate with UK leadership to ensure our Cape Town teams meet operational performance targets and standards
• Oversee the wellbeing, productivity, attendance, professionalism, and operational behaviour of all Cape Town employees
• Ensure new team members integrate effectively into the office environment and Rydal
• Collaborate with UK line managers for performance feedback, training needs, and employee engagement
• Identify operational bottlenecks, liaising with departmental leads to implement and embed improvements with the SA team
• Hold regular operational review / improvement meetings with UK departmental heads
• Ensure Cape Town output matches UK performance for quality, consistency, documentation and communication
• Provide regular updates to our Operations Director on office performance, issues, risks, and initiatives
• Coordinate UK travel/visits and team schedules as needed
• Develop initiatives to bring our customers to life for our SA team
• Drive initiatives that improve client retention, reduce churn, and foster loyalty by creating value-added experiences for clients

• Operational experience in an MSP environment — understanding SLAs, service delivery processes, ticketing, escalation paths, provisioning, and customer-driven operations
• Experience running or overseeing a remote office or distributed operational team
• Able to coordinate and influence cross‑functional…