Senior Operations Manager – IT Services & Technology Solutions

Location: Paulshof, Sandton, Johannesburg, Gauteng Employment Type: Permanent | Full-Time Industry: Information Technology | Managed IT Services | Technology Solutions Salary: Market-related (To Be Confirmed) Recruitment Agency: SASSO Consulting

Job Overview

Our client, an established and growing technology solutions and managed IT services organisation based in Paulshof, Sandton, is seeking an experienced and results-driven Senior Operations Manager to lead its operational functions, strengthen team performance, drive operational efficiency and ensure exceptional client service delivery.

The successful candidate will be a hands-on, commercially astute leader with proven experience managing operational teams, implementing structured processes, improving productivity and ensuring consistent service delivery within a fast-paced, technology-driven environment.

This senior leadership position requires an individual who can bring structure, accountability and operational excellence to the business while supporting its continued growth.

Key Responsibilities

Operational Leadership & Management

• Provide strategic and hands-on leadership across operational departments and teams.
• Establish clear operational structures, processes, responsibilities and reporting lines.
• Oversee daily operations to ensure efficiency, productivity and service excellence.
• Develop and implement operational strategies aligned with organisational objectives.
• Identify operational challenges and implement sustainable solutions.
• Drive accountability, consistency and continuous improvement across the business.

Process Improvement & Operational Efficiency

• Evaluate existing operational processes and identify opportunities for optimisation.
• Develop, document and implement standard operating procedures (SOPs).
• Introduce and monitor operational KPIs, performance metrics and reporting frameworks.
• Drive process automation, workflow improvements and systems optimisation.
• Improve resource allocation, operational productivity and cost efficiency.
• Establish scalable processes to support business growth.

Client Service Delivery & Relationship Management

• Oversee operational service delivery to ensure client expectations and contractual obligations are consistently achieved.
• Monitor service-level agreements (SLAs), service quality and delivery performance.
• Manage escalations and resolve complex operational and client-related challenges.
• Collaborate with technical, commercial and client-facing teams to ensure seamless service delivery.
• Build and maintain strong relationships with key stakeholders and clients.
• Identify opportunities to improve client satisfaction and service delivery standards.

People Leadership & Team Development

• Lead, mentor and develop operational managers, team leaders and employees.
• Establish clear performance expectations and accountability structures.
• Conduct performance reviews and implement development initiatives.
• Manage workforce planning, resource allocation and operational capacity.
• Build a high-performance culture focused on collaboration, ownership and results.
• Support organisational change and operational transformation initiatives.

Financial & Commercial Management

• Oversee operational budgets, expenditure and cost controls.
• Monitor operational profitability, resource utilisation and productivity.
• Identify opportunities to reduce costs without compromising service quality.
• Prepare operational performance reports for senior management.
• Support business planning, forecasting and strategic decision-making.

Minimum Requirements

• Relevant tertiary qualification in Business Management, Operations Management, Information Technology or a related field.
• Approximately 8–10 years' progressive operational management experience.
• Minimum 5 years' experience in a senior operations management or leadership position.
• Proven experience leading and structuring multidisciplinary operational teams.
• Strong experience in operational efficiency, process improvement and organisational development.
• Demonstrated ability to establish operational frameworks, KPIs, SOPs and performance management systems.
• Proven experience overseeing client delivery, service quality and operational performance.
• Strong commercial awareness, financial management and budgeting capabilities.
• Excellent leadership, stakeholder management and problem-solving skills.
• Experience within managed IT services, IT outsourcing, technology solutions or a similar service-driven environment will be highly advantageous.

Advantageous Experience

• Experience working within a Managed Service Provider (MSP) environment.
• Understanding of IT service delivery, service desk operations and technical support structures.
• Familiarity with ITIL frameworks and IT service management principles.
• Experience managing SLA-driven service delivery environments.
• Exposure to business automation, operational transformation and digital process improvement.
• Experience supporting growing businesses through operational restructuring and scalability initiatives.

Key Competencies

• Strategic & Operational Leadership
• Business Process Optimisation
• Operational Efficiency & Performance Management
• Client Service Delivery & SLA Management
• Team Leadership, Coaching & Development
• Financial & Commercial Acumen
• Change Management & Organisational Development
• Operational Governance & Risk Management
• Stakeholder & Client Relationship Management
• Analytical Thinking & Problem-Solving
• Systems Optimisation & Automation
• Planning, Organisation & Decision-Making

Ideal Candidate Profile

We are seeking an accomplished operations leader who combines strategic thinking with a practical, hands-on management approach.

The ideal candidate will have a proven track record of bringing structure to operational environments, building accountable teams, improving business processes and delivering measurable operational improvements.

This individual must be comfortable working in a dynamic, client-focused environment, managing competing priorities and collaborating closely with senior leadership to drive business performance.

The successful candidate must be a genuine operational leader with demonstrated experience managing people, processes, performance and client delivery, rather than someone whose experience is limited to project coordination or administration.

Remuneration

Market-related salary, commensurate with qualifications, relevant experience and demonstrated senior operational leadership capabilities.