Chief Operations Officer

Rad Resources; Gauteng; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

A leading company in South Africa seeks an experienced Operations Leader to oversee internal operations, drive process optimization, and manage project delivery. The ideal candidate will have a strong background in IT services and public sector software, with proven leadership skills and a strategic mindset. Responsibilities include managing support teams, ensuring compliance with regulations, and collaborating with executive management on strategic initiatives.

Qualifications

• Minimum 10 years experience in senior operations roles.
• Proven success in leading IT support and project delivery teams.

Responsibilities

• Oversee day-to-day operations and ensure alignment with business strategy.
• Lead the Project Delivery Team for client onboarding.

Skills

Leadership

Analytical

Problem-Solving

Communication

Education

Degree in Business Administration

MBA

Tools

MS Office

CRM software

Job description

Operational Leadership & Strategy

1. Oversee day-to-day internal operations and ensure alignment with business strategy.
2. Drive process optimisation and service efficiency across support and project units.
3. Define and implement SLAs, KPIs, escalation procedures, and quality assurance controls.
4. Lead internal performance reviews and interdepartmental coordination.

Support Services Oversight

1. Provide executive oversight of the Support Team handling municipal queries, incidents, and escalations.
2. Ensure issues are resolved in compliance with contractual SLAs and mSCOA regulations.
3. Champion proactive support, knowledge base development, and client education initiatives.

Project Delivery & Onboarding

1. Lead the Project Delivery Team responsible for implementing and converting new municipal clients from legacy systems to the company ERP.
2. Ensure smooth transitions, timely go-lives, and effective handovers to the CRM (Client Relations Management) and Support units.

Leadership and People Management

1. Build a high-performance culture by developing operational leaders and instilling accountability.
2. Coach and manage direct reports (e.g., Support Leads, Project Managers).
3. Collaborate with HR on workforce planning, talent development, and performance management.

Risk, Compliance & Continuous Improvement

1. Ensure operations align with POPIA, MFMA, and Circular 80 requirements.
2. Manage operational risks, audits, and continuity planning.
3. Continuously evaluate new technologies and methodologies to enhance service delivery.

Executive and Cross-Functional Collaboration

1. Contribute to EXCO and provide strategic input across all business areas.
2. Serve as an escalation point for major incidents, client disputes, or delivery failures.
3. Support the CEO in executing enterprise-wide initiatives and strategic decision-making.

Qualifications & Experience

1. A degree in Business Administration, Information Technology, or related field (MBA preferred).
2. Minimum 10 years experience in senior operations roles, preferably in IT services, public sector software, or ERP environments.
3. Proven success in leading IT support, project delivery, or managed services teams.
4. Deep experience in client lifecycle management from onboarding through support.
5. Excellent communication and interpersonal abilities to advise and influence executive management.
6. Exceptional analytical, strategic thinking, and problem-solving skills.
7. Leadership qualities to inspire and manage teams towards operational excellence.
8. Strong understanding of market dynamics, customer needs, and the competitive landscape.
9. Proficiency in MS Office and CRM software.
10. Ability to travel.

Competencies & Attributes

1. Operational leadership with a hands-on, execution-driven approach.
2. Strong analytical, problem-solving, and decision-making skills.
3. Excellent interpersonal skills to engage municipal executives.
4. High resilience, attention to detail, and ability to manage complexity.
5. Change management and systems implementation experience is advantageous.