MSP Operations Lead: Client-Facing SLA-Driven Ops

IQbusiness South Africa; Gauteng; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

IQbusiness South Africa is seeking a seasoned leader to run day-to-day operations for the contractor lifecycle within a large client engagement. You will be the primary operational contact for the client, ensure service levels are met, and steer the operations managers and team leaders to deliver from Day 1.

In this role you will own governance of requisitions, onboarding, renewals and exits, manage capacity against demand, and present clear reporting.

Qualifications

• Degree or diploma in business, human resources, operations or a related field.
• At least 10 years in contingent workforce, managed-service or vendor-management operations.
• Experience leading operations teams and client-facing, service-level driven operations.
• Direct experience with vendor onboarding, contractor lifecycle governance, renewals and exits.
• Track record of meeting service levels in client-facing operations.

Responsibilities

• Own the daily operation of the contractor lifecycle: requisitions, onboarding, contractor care, renewals and exits.
• Manage service levels and address risks before they become issues.
• Lead daily queue reviews and weekly service reviews with the client's contingent workforce function.
• Approve operating procedures and ensure evidence is maintained.
• Lead the Operations Manager and team leaders, set standards for quality and accuracy.
• Manage capacity against demand, including seasonal peaks.
• Build cross-training and coverage so no process depends on one person.
• Be the client's day-to-day operational contact and resolve issues to closure.
• Define content and cadence of operational reporting.
• Confirm operational readiness for mobilisation gates.
• Collaborate on the improvement backlog.

Skills

Contingent workforce operations

Service-level management

Vendor and supplier management

Team leadership

Process improvement

Client management

Education

Degree or diploma in business, human resources, operations or a related field

Tools

VMS / CW platform

ERP / HRIS

Ticketing tools

Job description

IQbusiness South Africa is seeking a seasoned leader to run day-to-day operations for the contractor lifecycle within a large client engagement. You will be the primary operational contact for the client, ensure service levels are met, and steer the operations managers and team leaders to deliver from Day 1.

In this role you will own governance of requisitions, onboarding, renewals and exits, manage capacity against demand, and present clear reporting.