Operations Manager

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

Job summary

Centurion Growth (Pty) Ltd is seeking an experienced Operations Manager for its Midrand operations. You will lead ServiceDesk, Projects, Tier 2/3 Support, and Security Operations to ensure service quality and SLA compliance.

You will drive governance, budgeting, and continuous improvement, aligning ITIL and ISO 27001 with client expectations in a busy Managed Services environment. Strong leadership, stakeholder engagement, and risk management are essential.

Qualifications

• Matric / Grade 12 is mandatory.
• Diploma or Degree in IT, Operations Management, or related field (Mandatory).
• ITIL Certification (Advantageous).
• Project Management Certification (Advantageous).
• Security Certifications (Advantageous).

Responsibilities

• Lead and manage ServiceDesk, Projects, Tier 2 & 3 Engineering, Security Operations, and Service Delivery Management.
• Monitor SLA performance, ticket handling, and escalation processes.
• Oversee patching, monitoring, maintenance, and infrastructure optimisation activities.
• Oversee cybersecurity services, security monitoring, vulnerability management, SIEM, endpoint protection, and firewall functions.

Skills

ITSM

Managed Services

SLA/KPI

Leadership

Customer engagement

ISO 27001

ITIL

Education

Matric/Grade 12

Diploma/Degree in IT/Operations

Tools

Microsoft Technologies

Networking & Security

Project Coordination

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 specialise 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 recognising 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

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, categorisation, and prioritisation.
• 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 optimisation 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 utilisation.
• 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 organisational, 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.