Operations Manager

NTT Ltd.; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

NTT Ltd. seeks an Operations Manager to oversee service delivery and client satisfaction in Johannesburg. The ideal candidate will manage IT infrastructure, coach teams, and implement service improvement initiatives. A strong background in IT and team management is essential for ensuring operational excellence.

Qualifications

• Solid experience in coaching and mentoring technical teams in IT services.
• Demonstrated experience in service improvement initiatives and organizational change management.
• Experience in connection with domain towers such as Network, Cloud, Security, and Data Center.

Responsibilities

• Oversees service delivery and ensures client satisfaction.
• Monitors work queues and resolves escalated technical incidents.
• Implements operational support and continuous service improvement.

Skills

Organizational skills

Client centricity

Team management

Budget management

Time management

Problem-solving skills

Education

Bachelor’s degree in Information Technology or related field

ITIL certification

Job description

Job Location : Gauteng, Johannesburg Deadline : July 05, 2025 Quick Recommended Links

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• The Operations Manager is an emerging subject matter expert responsible for overseeing service delivery for client / s. They ensure top-tier service delivery, maintaining client satisfaction and supporting the ongoing success of business operations.
• This role guarantees that managed services are consistently provided, ensuring the stability and functionality of clients' IT infrastructure and systems.
• The primary goal is to fulfill contracted Managed Services commitments by assisting in the planning, development, and support of service delivery to align with business objectives.

Key responsibilities :

• Monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.
• Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within the agreed SLA.
• Provides support to all escalated incidents.
• Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.
• Acts as emergency support contact as needed, for critical client and business-impacting issues.
• Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
• Timely escalation of all tickets to management with ensuing updates, where applicable.
• Proactively identifies, contributes, implements, and works with automation teams for effort optimization and automating routine tasks.
• Systematically gathers relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
• Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
• Coaches teams within remit by offering technical expertise and pushing work down to other engineering teams.
• Performs quality audits, covering process, service experience, ticket updates as required.
• Drives service delivery to clients and applies standardized service management service operations (SMSO) to deliver managed services.
• Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
• Implements training and development initiatives for direct reports.
• Engages with clients for technical operations as part of routine operations.
• Constantly measures and analyses team’s delivery capabilities.

To thrive in this role, you need to have :

• Good organizational and team management skills.
• Good communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients.
• Seasoned understanding of budgets and cost management.
• Good time management, prioritization and delegation abilities.
• Good focus on client centricity.
• Highly focused on business outcomes.
• Ability to guide the team through transformational objectives set out by the business.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic qualifications and certifications :

• Bachelor’s degree or equivalent degree in Information Technology or Computing or related field.
• ITIL certification is desirable.

Required experience :

• Solid experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
• Solid demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
• Solid demonstrated experience in organizational change management (transformational experience).
• Solid demonstrated experience in domain towers such as Network, Cloud, Security, Data Center.

Additional Career Level Description :

Knowledge and application :

• Applies professional knowledge and provides direction to employees according to established policies and management guidance.

Problem solving :

• Works on issues requiring the analysis of data and application of sophisticated problem-solving techniques.
• Exercises judgment and interpretation to help define procedures and policies to determine appropriate action.

Interaction :

• Interaction with subordinates / peers requires interpreting and explaining information to audiences not familiar with the subject.
• Gains cooperation of others, conducting presentations of technical information concerning specific projects or programs.

Impact :

• Mistakes or failure to achieve results will cause delays in schedules, typically against a monthly plan.
• Develops and manages routine operational plans.

Accountability :

• Administers company policies that directly affect subordinate employees.
• Takes actions to monitor and manage costs related to a section.