Operations Manager

Centurion Growth (Pty) Ltd; Midrand; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Centurion Growth (Pty) Ltd in Midrand, South Africa, seeks an experienced Operations Manager to lead the Managed Services and Service Delivery functions, including ServiceDesk, Projects, and Security Operations. You will drive service quality, SLA compliance, and governance in line with ISO 27001 and POPIA.

The role requires 10–15 years in ICT Managed Services, 5+ years of management, and a proven track record across ServiceDesk, Projects, and Security.

Qualifications

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

Responsibilities

• 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.
• Oversee compliance with ISO 27001, ITIL best practices, POPIA, and internal governance frameworks.
• Assist with operational budgeting, forecasting staffing/infrastructure requirements, and monitoring profitability.
• Produce operational dashboards and executive reports for management.

Skills

ITSM

Managed Services

SLA/KPI Management

Leadership

Customer Engagement

Education

Matric / Grade 12

Diploma or Degree in Information Technology, Operations Management, or related field

ITIL Certification

Project Management Certification

Security Certifications

Tools

Microsoft Technologies

Networking & Security

Project Coordination

Change Management

Job description

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: 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.