Operations Manager

Centurion Growth Recruitment Services; Gauteng; On-site; ZAR 1,000,000 - 1,800,000; Full time

Job summary

Centurion Growth Recruitment Services is seeking an experienced Operations Manager for a permanent role in Midrand, Gauteng. You will lead the Managed Services and Service Delivery functions, ensuring efficient operations, strong governance, and alignment with ISO 27001 and ITIL standards.

The position requires 10–15 years in ICT Managed Services and at least 5 years in leadership, with a focus on service excellence and profitability.

Qualifications

• Matric/Grade 12 and Diploma or Degree in IT/Operations (Mandatory).
• ITIL certification advantageous; PM certification advantageous.
• 10–15 years’ ICT Managed Services or IT Operations experience; 5+ years in management.

Responsibilities

• Lead and manage all operational streams: ServiceDesk, Projects, Tier 2/3 Engineering, Security Operations, and Service Delivery.
• Drive SLA compliance, incident escalation, and stakeholder communications.
• Oversee governance, ISO 27001, ITIL practices, and operational budgeting.

Skills

Leadership

Customer engagement

ITIL

ITSM

Education

Diploma or Degree in IT/Operations

Tools

Microsoft Technologies

Networking & Security

Job description

POSITION: OPERATIONS MANAGER

(MANAGED SERVICES & SERVICE DELIVERY)

COMPANY OVERVIEW

Our client is an award-winning, holistic technology services company with a strong national footprint and a relentless focus on service excellence. They specialize in delivering secure, scalable, and innovative ICT solutions that enable customers to operate with confidence and agility in an increasingly digital world. As industry innovators, they are committed to setting new standards within the IT services sector. The corporate culture is built on recognizing excellence, empowering people to take ownership, and fostering deep pride in work delivery. Placing equal emphasis on people and performance, the company cultivates a supportive, high-performance environment that actively manages customer expectations to deliver a world-class experience.

POSITION DETAILS

• Position Title: Operations Manager (Managed Services & Service Delivery)
• Location: Midrand, Gauteng, South Africa
• Department: Operations
• Employment Type: Permanent
• Reporting To: Managing Director (MD)

PURPOSE OF THE POSITION

The Operations Manager is responsible for the overall leadership, management, governance, and operational performance of the Managed Services environment. This includes overseeing the ServiceDesk, Projects, Tier 2 & Tier 3 Support, Security Operations, and Service Delivery functions.

This role drives operational excellence, customer satisfaction, SLA compliance, service quality, resource management, and continuous improvement across all operational streams. The Operations Manager ensures services are delivered proactively, efficiently, securely, and in full alignment with company governance, ISO 27001, ITIL best practices, and contractual obligations.

KEY RESPONSIBILITIES

Operational Leadership & Management

• Lead and manage all operational streams: ServiceDesk, Projects, Tier 2 Support, Tier 3 Engineering, Security Operations, and Service Delivery Management.
• Ensure operational alignment and drive accountability, ownership, and service excellence across departments.
• Develop operational strategies to improve efficiency, customer satisfaction, and profitability while proactively managing risks.

ServiceDesk & Support Operations

• Monitor SLA performance, ticket quality, response times, resolution times, and escalation processes.
• Drive continuous improvements in customer communication, ticket handling, categorization, and prioritization.
• Manage advanced technical support teams (Tier 2 & Tier 3), driving proactive problem management, root cause analysis (RCA), and platform uptime.
• Oversee patching, monitoring, maintenance, and infrastructure optimization activities.

Projects, Security & Service Delivery Management

• Oversee the successful delivery of customer and internal projects on time, within scope, and within budget.
• Ensure smooth operational handovers from Projects to Managed Services.
• Oversee cybersecurity services, security monitoring, vulnerability management, SIEM, endpoint protection, and firewall functions in compliance with ISO 27001 and POPIA.
• Conduct operational and service review meetings with customers, oversee Service Delivery Managers, and handle major customer escalations.

Governance, Financial & Resource Management

• Ensure strict compliance with ISO 27001, ITIL best practices, POPIA, internal governance frameworks, and change management procedures.
• Assist with operational budgeting, forecasting staffing/infrastructure requirements, and monitoring operational profitability and resource utilization.
• Produce operational dashboards and executive reports, presenting regular updates to executive management.

JOB REQUIREMENTS & COMPETENCIES

Education & Certifications:

• Matric / Grade 12 (Mandatory)
• Diploma or Degree in Information Technology, Operations Management, or related field (Mandatory)
• ITIL Certification (Advantageous)
• Project Management Certification (Advantageous)
• Security Certifications (Advantageous)

Experience Prerequisites:

• 10–15 years' experience in ICT Managed Services or IT Operations (Mandatory).;
• Minimum 5 years' management experience leading technical and operational teams (Mandatory).
• Proven track record managing ServiceDesk, Projects, Technical Support, Service Delivery, and Security Operations.
• Strong background in customer engagement and major incident escalation management.

Technical Competencies:

• IT Service Management (ITSM), Managed Services Operations, and SLA/KPI Management.
• Microsoft Technologies, Networking & Security, and Project Coordination.
• Resource Management, Change Management, Operational Reporting, and working knowledge of ISO 27001 & ITIL.

Behavioural Competencies:

• Exceptional leadership, people management, and conflict resolution capabilities.
• Strong operational discipline, accountability, and a customer-centric mindset.
• High problem-solving ability, strategic thinking, and emotional resilience under pressure.
• Excellent organizational, planning, and communication skills.

SUCCESS MEASURES (KEY PERFORMANCE AREAS)

• Daily: Monitor operational performance, review ServiceDesk queues, manage critical escalations, and coordinate resource priorities.
• Weekly: Conduct operational review meetings, monitor project progress, track security incidents, and review SLA/KPI reports.
• Monthly: Present executive operational reports, conduct customer service reviews, monitor profitability, and review audit/governance compliance.

Disclaimer: This job description outlines the primary responsibilities and qualifications required for the position and is not an exhaustive list of all duties. Responsibilities may be amended based on operational requirements. The client reserves the right to amend or withdraw this job advert without notice.

Please note that if you do not hear back from us within 30-60 days of submission, you may consider your application as unsuccessful.