Operations Lead - Service Delivery

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical aid

Retirement fund

Paid time off

Job summary

Placements24 is seeking an experienced Operations Lead in Sandton to manage service delivery operations and drive continuous improvement. You will oversee the service delivery team, optimize workflows, and align operational initiatives with client needs.

You will lead a high‑performing team, monitor KPIs, and collaborate with sales, project management, and technical teams to ensure excellent client satisfaction in a fast‑paced tech environment.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or related field.
• 6+ years in operations management or service delivery leadership, preferably in tech.
• Proven ability to lead teams and optimize delivery processes.
• Knowledge of ITIL or service management frameworks is a plus.
• Strong leadership, communication and stakeholder management skills.

Responsibilities

• Lead daily operations of the service delivery team in Sandton.
• Oversee workflows to ensure timely service provision to clients.
• Develop strategies to improve service quality and efficiency.
• Mentor and develop a high‑performance service delivery team.
• Monitor KPIs and take corrective actions as needed.
• Collaborate with sales, PM, and tech teams for seamless engagements.
• Manage staffing and budget allocation for operations.
• Identify process improvements and implement best practices.

Skills

Leadership

Stakeholder management

Strategic thinking

Change management

Communication

Education

Bachelor's degree in Business Administration or IT

Job description

About the Role

Our client, a rapidly expanding technology services firm, is seeking an experienced and dynamic Operations Lead to manage and enhance their service delivery operations in the prestigious Sandton, Gauteng area. This leadership position is crucial for ensuring the seamless and efficient provision of high-quality services to a diverse client base. The Operations Lead will be responsible for overseeing operational workflows, managing a team of service delivery professionals, and driving initiatives for continuous improvement. The ideal candidate will possess strong leadership qualities, a deep understanding of service delivery methodologies, and a proven track record of optimizing operational performance. You will play a pivotal role in shaping our client's service delivery strategy and ensuring client satisfaction. We are looking for a proactive and strategic thinker who thrives in a fast-paced, client-focused environment. This is an exceptional opportunity to lead operations within a leading tech company in Sandton.

Key Responsibilities

• Lead and manage the day-to-day operations of the service delivery team in Sandton.
• Oversee operational workflows, ensuring timely and effective service provision to clients.
• Develop and implement strategies to enhance service quality, efficiency, and customer satisfaction.
• Manage and mentor a team of service delivery professionals, fostering a high-performance culture.
• Monitor key performance indicators (KPIs) and operational metrics, implementing corrective actions as needed.
• Collaborate with sales, project management, and technical teams to ensure seamless client engagements.
• Manage operational resources, including staffing and budget allocation.
• Identify opportunities for process improvement and implement best practices in service delivery.
• Act as a point of escalation for client issues, ensuring prompt and effective resolution.
• Contribute to strategic planning for operational growth and service expansion.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 6 years of experience in operations management or service delivery leadership, preferably in the technology sector.
• Proven experience in managing teams and optimizing service delivery processes.
• Strong understanding of ITIL or other service management frameworks is highly desirable.
• Excellent leadership, communication, and stakeholder management skills.
• Demonstrated ability to develop and implement strategic operational plans.
• Strong analytical and problem-solving capabilities.
• Proficiency in using service management tools and operational software.
• Ability to adapt to changing client needs and market demands.
• A commitment to driving excellence in service delivery.

Benefits

Our client offers a highly competitive salary, performance-based bonuses, and a comprehensive benefits package including medical aid, retirement fund contributions, and paid time off. This role includes a hybrid work arrangement, providing flexibility and a good work-life balance. We offer substantial opportunities for professional development, including training, workshops, and career advancement paths. Join a dynamic and innovative team in Sandton , where your contributions will be recognized and rewarded. Be part of a company committed to delivering exceptional services.