Manager : Operations (Fixed Term Cotract)

Bcxp; Gauteng; Hybrid; ZAR 600 000 - 800 000; Full time

Job summary

A leading company in Gauteng is seeking an IT Operations Manager to oversee service delivery and manage client relations. The role involves implementing business solutions, managing incidents, and enhancing operational efficiency in a hybrid work environment. Ideal candidates will have a degree in IT or equivalent experience and strong analytical and problem-solving skills.

Qualifications

• 5 years in IT Operation Management or Grade 12 & 7 years in IT Operation Management.

Responsibilities

• Manage incidents, processes, and customer requests for quality service delivery.
• Investigate and implement effective business solutions.
• Build and maintain customer relations through communication.

Skills

Analytical Skills

Customer and Business Needs Analysis

Business Negotiation

Problem Solving

Education

NQF 6: 3-year Degree/Diploma in IT/Business/Commerce

NQF 4: Grade 12

Job description

Job Description

Business Unit: Department, Reporting Business Unit: DPS

Department: Specialised Solutions

Reports To: Executive: Retail and Health Solutions

Grade: M5

Core Description

Manages and controls resources required to deliver contracted services to clients. Fully aware of all service statuses and initiates interactions with clients for scheduled reporting, incident, problem, change alerting, and service status updates.

Key Deliverables / Primary Functions

1. Investigate and implement effective business solutions through improvements in information systems, data management, processes, and equipment.
2. Translate customer requirements into working instructions for delivery.
3. Identify business growth opportunities and facilitate revenue increase processes.
4. Monitor service levels and manage ICT-related contract and SLA renewals.
5. Manage incidents, processes, and customer requests, coordinating with technical teams to ensure quality service delivery per SLA.
6. Provide detailed performance or incident reports as scheduled or upon request.
7. Review and improve performance with service providers and users.
8. Identify and initiate corrective actions as needed.
9. Plan, manage, and oversee DWM project implementations for timely delivery.
10. Manage Office ICT Infrastructure at the main BCX Office and Disaster Recovery site.
11. Establish and review operational methods, procedures, and facilities for effectiveness and efficiency.
12. Build and maintain customer relations through visits, communication, and feedback.
13. Manage relations with service providers and SLA impacts on service quality.
14. Analyze risks and maintain an updated risk register.
15. Build and maintain flight plans for effective service delivery and growth.
16. Assign roles and responsibilities within the technical team.
17. Oversee staff activities, guiding time management and deliverables.
18. Develop and share service improvement plans, including staff training.
19. Implement performance management and career development strategies aligned with BCX policies.
20. Conduct bi-annual performance reviews.

Core Skills & Capabilities

• Technology Stack
• Analytical Skills
• Customer and Business Needs Analysis
• Business Negotiation
• Problem Solving

Core Behavioral Competencies

• Deciding & Initiating Action
• Delivering Results & Meeting Customer Expectations
• Formulating Strategies & Concepts
• Persuading and Influencing
• Applying Expertise & Technology

Minimum Qualifications

• NQF 6: 3-year Degree/Diploma in IT/Business/Commerce OR
• NQF 4: Grade 12

Additional Education - Preferred / Advantage

Experience

• 5 years in IT Operation Management OR
• Grade 12 & 7 years in IT Operation Management

Certifications

None required

Professional Memberships

Relevant industry memberships are advantageous.

Special Requirements / Employment Conditions

• Ability to work extended hours when required.
• Valid driver's license.

Workplace / Physical Requirements

Hybrid remote work environment.

Additional Notes

Revenue generating and billable role.

BCX is committed to equal opportunity employment and promoting diversity and inclusion, including employment of people with disabilities.