Digital Workplace - Senior Operations Manager-Technology

Exl; Pretoria; Remote; ZAR 600 000 - 900 000; Full time

Job summary

A leading consulting firm in South Africa seeks a Senior Operations Manager for IT Service Delivery. The successful candidate will oversee IT Service Management, engage with business clients, and ensure compliance with information security standards. Ideal candidates have strong networking and systems knowledge, industry certifications such as ITIL, and experience managing large-scale operations. This is a full-time role focused on information technology.

Qualifications

• Strong technical knowledge of Networking, Systems, Voice, and business applications.
• Industry-recognized certifications (e.g., ITIL / ITSM) are advantageous.
• Experience managing large-scale operations (5,000+ end users).

Responsibilities

• Take end-to-end ownership of key accounts from an IT operations perspective.
• Lead operational reviews on SLA adherence and projects with clients.
• Identify, implement, and review service improvement initiatives.

Skills

Networking

Systems

Voice

Business applications

Project management

Communication

MS Office

MS Project

Visio

Education

Graduate or higher

Master's degree

Job description

OverviewDigital Workplace - Senior Operations Manager-Technology, EXL, City of Cape Town, Western Cape, South Africa.

We are seeking a highly experienced IT Service Delivery Manager to oversee seamless IT Service Management across our operations.

This business- and client-facing role is critical in supporting business growth, driving operational excellence, and delivering value to both the organization and its clients.

The role also includes managing relationships with business client IT teams and ensuring compliance and information security standards are met.

Key Responsibilities

• Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
• IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders.
• Participate in service operations reviews and new business growth discussions.
• Business Value Creation: Identify, implement, and review service improvement initiatives.
• Drive productivity improvements and manage operational costs effectively. Compliance & Information Security: Ensure operational compliance in client processes.
• Collaborate with Internal Audit teams to meet compliance requirements.
• Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
• Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
• Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
• Project Management: Manage new implementations, transitions, and projects, including Greenfield site / building setups.
• Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.

Required Skills & Experience

• Strong technical knowledge of Networking, Systems, Voice, and business applications.
• Industry-recognized certifications (e.g., ITIL / ITSM) are advantageous.
• Familiarity with project management methodologies.
• Excellent communication skills, capable of engaging stakeholders at all levels.
• Understanding of enterprise business processes, IT operations, and IT processes.
• Proficient in MS Office, MS Project, and Visio.
• Experience managing large-scale operations (5, end users).

Experience with new implementations, transitions, and Greenfield setups preferred.

Qualifications

• Graduate or higher; Master's degree is a plus.
• Years of relevant industry experience, including large-scale operations management.
• Proven ability to take end-to-end ownership of technology operations, assets, and service delivery.
• Seniority level: Mid-Senior level.
• Employment type: Full-time.
• Job function: Information Technology.
• Industries: Business Consulting and Services.