Operations Manager - Service Delivery

Placements24; Soweto; On-site; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Company vehicle for operational duties

Comprehensive medical aid plan

Retirement savings plan

Paid time off and public holidays

Opportunities for professional dev.

Employee wellness and support programs

Performance-based incentive bonus

Job summary

Placements24 is seeking an experienced Operations Manager - Service Delivery to oversee daily service operations in Soweto and surrounding areas. You will lead service technicians and support staff, ensuring timely, high-quality service delivery while managing resources and budgets.

You will drive process improvements, monitor KPIs, and ensure compliance with safety and regulatory standards, with travel within the Soweto region as needed.

Qualifications

• 6+ years in operations management with service delivery and field ops.
• Proven leadership of teams in Gauteng or similar region.
• Strong process optimization and cost control experience.
• Travel willingness within Soweto area as needed.

Responsibilities

• Oversee and manage all daily service delivery operations, ensuring timely and efficient service provision.
• Lead, train, and motivate a team of service technicians and support staff, fostering a high-performance, customer-centric culture.
• Develop and implement operational plans and procedures to optimize service delivery processes and improve efficiency.
• Manage resources, including personnel, equipment, and materials, to meet operational needs within budget.
• Monitor KPIs related to service completion rates, customer satisfaction, response times, and costs.
• Ensure adherence to safety, environmental, and regulatory standards in service operations.
• Collaborate with customer service, technical support, and other departments to ensure seamless delivery and issue resolution.
• Identify opportunities for process improvements, technology adoption, and skill development to enhance service quality.
• Manage operational budgets, track expenditures, and implement cost-control measures.
• Handle escalated customer issues and ensure timely resolution.

Skills

Leadership

Communication

Problem-solving

People management

CRM systems

Scheduling software

Education

Bachelor's degree in Operations Management, Business Administration, or Engineering

Tools

CRM systems

Scheduling software

MS Office

Job description

About the Role

Our client, a prominent provider of essential services to the Soweto community and surrounding areas, is seeking a dedicated and experienced Operations Manager - Service Delivery . This role is crucial for ensuring the efficient, reliable, and high-quality delivery of services to a diverse customer base. The ideal candidate will have a strong background in managing field operations, optimizing service delivery processes, and leading teams to achieve operational excellence. You will be responsible for overseeing daily operations, managing resources, and implementing strategies to enhance service quality and customer satisfaction. This is an excellent opportunity to make a tangible impact within the community and lead vital service operations in Soweto , Gauteng .

Key Responsibilities

• Oversee and manage all aspects of daily service delivery operations, ensuring timely and efficient service provision.
• Lead, train, and motivate a team of service technicians and support staff, fostering a high-performance and customer-centric culture.
• Develop and implement operational plans and procedures to optimize service delivery processes and improve efficiency.
• Manage resources, including personnel, equipment, and materials, to ensure operational needs are met effectively and within budget.
• Monitor key performance indicators (KPIs) related to service completion rates, customer satisfaction, response times, and operational costs.
• Ensure strict adherence to all relevant safety, environmental, and regulatory standards in service operations.
• Collaborate with customer service, technical support, and other departments to ensure seamless service delivery and issue resolution.
• Identify opportunities for process improvements, technology adoption, and skill development to enhance service quality.
• Manage operational budgets, track expenditures, and implement cost-control measures.
• Handle escalated customer issues and ensure timely and satisfactory resolution.

Requirements

• Bachelor's degree in Operations Management, Business Administration, Engineering, or a related field.
• Minimum of 6 years of experience in operations management, with a strong focus on service delivery and field operations.
• Proven experience managing teams and operations within the Gauteng region, preferably with exposure to community-based services.
• Demonstrated ability to optimize operational efficiency and improve service quality.
• Strong understanding of service delivery models and best practices.
• Excellent leadership, communication, problem-solving, and interpersonal skills.
• Proficiency in operational planning, resource management, and performance monitoring.
• Experience with scheduling software and customer relationship management (CRM) systems is a plus.
• A commitment to excellent customer service and community engagement.
• Must be willing to travel within the Soweto area and surrounding regions as needed.

Benefits

• Competitive annual salary: R .
• Performance-based incentive bonus.
• Comprehensive medical aid plan.
• Retirement savings plan.
• Paid time off and public holidays.
• Opportunities for professional development and training.
• Company vehicle for operational duties.
• Employee wellness and support programs.
• Chance to contribute significantly to local community services.