Operations Lead - Service Delivery

Placements24; Cape Town; On-site; ZAR 600,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Medical aid

Retirement fund

Professional development

Upington location

Job summary

Placements24 is seeking an ambitious Operations Lead specializing in service delivery to oversee Upington operations, drive performance, and align processes with client SLAs to guarantee high‑quality service. You will manage service delivery teams, analyse data, mentor staff, and cultivate a customer‑centric culture, with a Bachelor's degree in a related field preferred.

This role offers a challenging, rewarding opportunity in the Northern Cape, with growth potential and recognition for

Qualifications

• Experience as an Operations Lead or Manager with a focus on service delivery.
• Proven ability to manage operational teams and improve service quality.
• Understanding of service delivery processes and customer relationship management.

Responsibilities

• Lead and oversee day-to-day service delivery operations in Upington.
• Develop and implement strategies to improve service quality and efficiency.
• Ensure SLAs are met and exceeded.
• Manage staffing, scheduling, and equipment resources.
• Monitor performance, analyze data, and drive continuous improvement.
• Train and mentor staff to maintain a high-performance, customer-centric environment.

Skills

Leadership

Service delivery

Data analysis

Team management

Process improvement

CRM knowledge

Education

Bachelor's degree in Business Administration/Management

Job description

About the Role

Our client is seeking a dedicated and proactive Operations Lead specializing in service delivery to manage and enhance their operations in Upington . This role is central to ensuring the efficient and high-quality provision of services to clients, managing operational teams, and driving process improvements. You will be responsible for overseeing daily service operations, meeting performance targets, and fostering a culture of excellence and customer focus within the team. This is an excellent opportunity for a driven operations professional to make a significant impact on service quality and operational efficiency in the Northern Cape region, contributing directly to client satisfaction and business growth.

Key Responsibilities

• Lead and manage the day-to-day operations of the service delivery team in Upington .
• Develop and implement strategies to improve service quality, efficiency, and customer satisfaction.
• Ensure all service level agreements (SLAs) are met and exceeded.
• Manage operational resources, including staffing, scheduling, and equipment.
• Monitor operational performance, analyze data, and identify areas for continuous improvement.
• Train and mentor service delivery staff, fostering a high-performance and customer-centric environment.

Requirements

• Proven experience as an Operations Lead or Manager, with a strong focus on service delivery.
• Demonstrated success in managing operational teams and improving service quality.
• In-depth understanding of service delivery processes and customer relationship management.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze operational data and implement effective solutions.
• Bachelor's degree in Business Administration, Management, or a related field is advantageous.

Benefits

• Competitive salary with regular performance reviews and potential bonuses.
• Comprehensive medical aid and retirement fund.
• Opportunities for professional development and skill enhancement.
• A challenging and rewarding role in the dynamic Upington area.
• Be part of a team committed to delivering exceptional service standards.