Senior Operations Manager – IT Services & Technology Solutions
Sasso Consulting
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Job summary
SASSO Consulting in Paulshof, Sandton, Johannesburg, Gauteng is seeking a Senior Operations Manager to lead its operational functions, drive efficiency and ensure exceptional client service delivery.
You will be a hands-on, commercially astute leader with proven experience in structuring operational teams, implementing processes and delivering measurable improvements in a fast-paced technology solutions and managed IT services environment.
Qualifications
- Relevant tertiary qualification in Business Management, Operations Management, Information Technology or a related field.
- Approximately 8-10 years' progressive operational management experience.
- Minimum 5 years' experience in a senior operations management or leadership position.
- Proven experience leading and structuring multidisciplinary operational teams.
- Strong experience in operational efficiency, process improvement and organisational development.
- Demonstrated ability to establish operational frameworks, KPIs, SOPs and performance management systems.
- Proven experience overseeing client delivery, service quality and operational performance.
- Strong commercial awareness, financial management and budgeting capabilities.
- Excellent leadership, stakeholder management and problem-solving skills.
- Experience within managed IT services, IT outsourcing, technology solutions or a similar service-driven environment will be highly advantageous.
Responsibilities
- Oversee operational leadership to manage departments and teams.
- Establish clear operational structures, processes, responsibilities and reporting lines.
- Oversee daily operations to ensure efficiency, productivity and service excellence.
- Develop and implement operational strategies aligned with organisational objectives.
- Identify operational challenges and implement sustainable solutions.
- Drive accountability, consistency and continuous improvement across the business.
- Evaluate existing processes, identify optimisation opportunities and implement SOPs.
- Introduce and monitor KPIs, performance metrics and reporting frameworks.
- Drive process automation, workflow improvements and systems optimisation.
- Improve resource allocation, productivity and cost efficiency.
- Establish scalable processes to support business growth.
- Oversee service delivery to ensure client expectations and contractual obligations are met.
- Monitor SLAs, service quality and delivery performance.
- Manage escalations and resolve complex client-related challenges.
- Collaborate with technical, commercial and client-facing teams for seamless delivery.
- Build and maintain strong relationships with stakeholders and clients.
- Identify opportunities to improve client satisfaction and service delivery standards.
- Lead, mentor and develop operational managers and teams.
- Establish performance expectations and accountability structures.
- Conduct performance reviews and development initiatives.
- Manage workforce planning, resource allocation and capacity.
- Build a high-performance culture focused on collaboration and results.
- Support organisational change and operational transformation initiatives.
- Oversee budgets, expenditure and cost controls.
- Monitor profitability, resource utilisation and productivity.
- Identify opportunities to reduce costs without compromising quality.
- Prepare operational performance reports for senior management.
- Support business planning, forecasting and strategic decision-making.
Skills
Education
Job description
Location: Paulshof, Sandton, Johannesburg, Gauteng Employment Type: Permanent | Full-Time Industry: Information Technology | Managed IT Services | Technology Solutions Salary: Market-related (To Be Confirmed) Recruitment Agency: SASSO Consulting
Our client, an established and growing technology solutions and managed IT services organisation based in Paulshof, Sandton, is seeking an experienced and results-driven Senior Operations Manager to lead its operational functions, strengthen team performance, drive operational efficiency and ensure exceptional client service delivery.
The successful candidate will be a hands-on, commercially astute leader with proven experience managing operational teams, implementing structured processes, improving productivity and ensuring consistent service delivery within a fast-paced, technology-driven environment.
This senior leadership position requires an individual who can bring structure, accountability and operational excellence to the business while supporting its continued growth.
- Provide strategic and hands-on leadership across operational departments and teams.
- Establish clear operational structures, processes, responsibilities and reporting lines.
- Oversee daily operations to ensure efficiency, productivity and service excellence.
- Develop and implement operational strategies aligned with organisational objectives.
- Identify operational challenges and implement sustainable solutions.
- Drive accountability, consistency and continuous improvement across the business.
- Evaluate existing operational processes and identify opportunities for optimisation.
- Develop, document and implement standard operating procedures (SOPs).
- Introduce and monitor operational KPIs, performance metrics and reporting frameworks.
- Drive process automation, workflow improvements and systems optimisation.
- Improve resource allocation, operational productivity and cost efficiency.
- Establish scalable processes to support business growth.
- Oversee operational service delivery to ensure client expectations and contractual obligations are consistently achieved.
- Monitor service-level agreements (SLAs), service quality and delivery performance.
- Manage escalations and resolve complex operational and client-related challenges.
- Collaborate with technical, commercial and client-facing teams to ensure seamless service delivery.
- Build and maintain strong relationships with key stakeholders and clients.
- Identify opportunities to improve client satisfaction and service delivery standards.
- Lead, mentor and develop operational managers, team leaders and employees.
- Establish clear performance expectations and accountability structures.
- Conduct performance reviews and implement development initiatives.
- Manage workforce planning, resource allocation and operational capacity.
- Build a high-performance culture focused on collaboration, ownership and results.
- Support organisational change and operational transformation initiatives.
- Oversee operational budgets, expenditure and cost controls.
- Monitor operational profitability, resource utilisation and productivity.
- Identify opportunities to reduce costs without compromising service quality.
- Prepare operational performance reports for senior management.
- Support business planning, forecasting and strategic decision-making.
- Relevant tertiary qualification in Business Management, Operations Management, Information Technology or a related field.
- Approximately 8-10 years' progressive operational management experience.
- Minimum 5 years' experience in a senior operations management or leadership position.
- Proven experience leading and structuring multidisciplinary operational teams.
- Strong experience in operational efficiency, process improvement and organisational development.
- Demonstrated ability to establish operational frameworks, KPIs, SOPs and performance management systems.
- Proven experience overseeing client delivery, service quality and operational performance.
- Strong commercial awareness, financial management and budgeting capabilities.
- Excellent leadership, stakeholder management and problem-solving skills.
- Experience within managed IT services, IT outsourcing, technology solutions or a similar service-driven environment will be highly advantageous.
- Experience working within a Managed Service Provider (MSP) environment.
- Understanding of IT service delivery, service desk operations and technical support structures.
- Familiarity with ITIL frameworks and IT service management principles.
- Experience managing SLA-driven service delivery environments.
- Exposure to business automation, operational transformation and digital process improvement.
- Experience supporting growing businesses through operational restructuring and scalability initiatives.
- Strategic & Operational Leadership
- Business Process Optimisation
- Operational Efficiency & Performance Management
- Client Service Delivery & SLA Management
- Team Leadership, Coaching & Development
- Financial & Commercial Acumen
- Change Management & Organisational Development
- Operational Governance & Risk Management
- Stakeholder & Client Relationship Management
- Analytical Thinking & Problem-Solving
- Systems Optimisation & Automation
- Planning, Organisation & Decision-Making
We are seeking an accomplished operations leader who combines strategic thinking with a practical, hands-on management approach.
The ideal candidate will have a proven track record of bringing structure to operational environments, building accountable teams, improving business processes and delivering measurable operational improvements.
This individual must be comfortable working in a dynamic, client-focused environment, managing competing priorities and collaborating closely with senior leadership to drive business performance.
The successful candidate must be a genuine operational leader with demonstrated experience managing people, processes, performance and client delivery, rather than someone whose experience is limited to project coordination or administration.
Market-related salary, commensurate with qualifications, relevant experience and demonstrated senior operational leadership capabilities.
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