Ops Manager: Onsite Operations

BCXP; Gauteng; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

BCXP is seeking a seasoned professional to oversee the delivery, quality, and efficiency of technical services across customer sites. You will lead service delivery, ensure SLA compliance, and drive continuous improvement in IT infrastructure and operations.

You will manage multiple projects, oversee budgets and resources, and mentor staff to maintain high standards. The role requires ITIL/ISO familiarity and the ability to collaborate with stakeholders and vendors.

Qualifications

• Minimum: NQF 6 with 3-year degree or diploma in Business/IT or NQF 4 with Grade 12.
• 3 years in infrastructure services/technical support or 5 years in similar ICT sector roles.
• Experience managing and coordinating teams and stakeholders.

Responsibilities

• Oversee service delivery, quality assurance, and SLA compliance (90%+).
• Lead multiple projects with documentation and scheduling.
• Manage budgets, stock levels, and resource planning.
• Identify infrastructure risks and drive continuous improvement with ITIL/ISO standards.
• Collaborate with IT/engineering to deploy digital tools and analytics for performance monitoring.

Skills

Team Management

Infrastructure Technology

Service Management

Finance and Budget Management

Education

NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology

NQF 4: Grade 12

Job description

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Overseeing the delivery, quality, and efficiency of technical services provided in the field—typically involving installation, maintenance, repair, or support of equipment, systems, or infrastructure at customer sites.

Key Deliverables / Primary Functions

• Service Delivery & Quality Assurance
  • Ensure high-quality technical service delivery aligned with SLAs (90%+ compliance).
  • Oversee preventative maintenance, audits, and disaster recovery processes.
  • Maintain system integrity, version control, and support for IT systems.
• Operational & Project Management
  • Lead multiple concurrent projects, ensuring timely rollouts and documentation.
  • Manage stock levels, resource scheduling, and work rosters.
  • Track budgets, control costs, and ensure operational efficiency.
• Risk, Compliance & Process Improvement
  • Identify and mitigate infrastructure risks.
  • Ensure compliance with ITIL, ISO 27001, and cybersecurity standards.
  • Drive continuous improvement using Lean/Six Sigma and enhance system processes.
• Technology & Innovation
  • Adopt emerging technologies (cloud, virtualization, automation).
  • Collaborate with IT/engineering teams to implement digital tools.
  • Use analytics and dashboards for performance monitoring and SLA tracking.
• Stakeholder & Vendor Engagement
  • Act as liaison between IT and business stakeholders.
  • Manage relationships with vendors, partners, and service providers.
  • Handle escalated customer issues and co-create functional solutions.
• Team Leadership & Development
  • Mentor and coach staff, identify high-potential employees.
  • Develop KPIs/KPAs, training plans, and ensure team competency.
  • Promote employee engagement, innovation, and performance excellence

Core Functional Skills & Capabilities

Team Management

Infrastructure Technology

Service Management

Finance and Budget Management

Core Behavioural Competencies

Job Match

Applying expertise & Technology

Leading and supervising

Deciding & Initiating Action

Presenting and Communicating information

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology

OR NQF 4: Grade 12

Experience

• 3 years relevant experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.

OR

5 years’ experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector

Level of Engagement & Span of Control

Span of Control :5 – 20 direct reports

Level of Engagement :Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition

Ability to work extended /long hours as and when required