Senior Operations Manager – IT Services & Technology Solutions

Sasso Consulting; Sandton; On-site; ZAR 725,000 - 949,000; Full time

Benefits offered by this job

Performance-based incentive

Professional development & certif. 지원

Notice period up to 60 days

Site visits

Background checks

Job summary

SASSO Consulting is recruiting an experienced Senior IT Operations Manager for an established IT services and telecommunications organisation based in Paulshof, Sandton. This senior leadership role requires hands-on leadership of IT Support, Projects and Technical/Field Operations to ensure service delivery, efficiency and customer satisfaction.

The successful candidate will combine strong technical knowledge with people leadership, financial management and the ability to implement structured

Qualifications

• Bachelor's degree or national diploma in IT, Information Systems, Engineering, Business Management or related field
• Minimum 8 years' experience in IT, ISP or telecommunications operations
• At least 4 years in a senior operations/management position, leading multiple teams
• Proven experience managing Support, Projects and Technical/Field Operations teams
• Strong understanding of networking, TCP/IP, routing, switching, fibre, wireless connectivity, VoIP and hosting
• Experience managing SLAs, KPIs, service delivery and customer escalations
• Operational budget management and vendor contracts
• ITIL, incident management, problem management and change control knowledge
• Excellent leadership, communication, reporting and stakeholder management skills
• Valid driver's licence and own reliable transport

Responsibilities

• Lead and develop multidisciplinary IT Support, Projects and Technical/Field teams.
• Establish KPIs, accountability structures and performance management processes.
• Oversee staffing, resource planning, recruitment and team development.
• Drive operational improvements, productivity and service excellence.
• Manage service delivery, incidents, escalations, problem management and change control.
• Monitor SLAs, service availability, response times, ticket backlogs and customer satisfaction.
• Oversee ISP and IT infrastructure, including fibre, wireless networks, VoIP, hosting and managed services.
• Coordinate field technicians, installations, maintenance and fault resolution.
• Ensure effective capacity planning and network reliability.
• Oversee IT and telecommunications projects, ensuring delivery within scope, budget and deadlines.
• Coordinate project handovers between Sales, Projects, Technical and Support.
• Manage key-client escalations and strengthen customer relationships.
• Liaise with suppliers, network providers and technology partners.
• Manage operational budgets, costs, resources and supplier contracts.
• Produce management reports covering SLAs, KPIs, financial performance and operational risks.
• Implement SOPs, escalation procedures, ITIL processes and service management tools.
• Drive automation, process improvement and operational efficiency.
• Ensure compliance with regulatory, security and business continuity requirements including POPIA, RICA and ICASA obligations.

Job description

Location: Paulshof, Sandton, Johannesburg

Employment Type: Permanent | Full-Time

Working Arrangement: On-site

Salary: R65,000 – R85,000 per month (Cost to Company, depending on experience)

Industry: Information Technology | ISP | Telecommunications | Managed Services

Introduction

SASSO Consulting is recruiting an experienced Senior IT Operations Manager for an established IT services and telecommunications organisation based in Paulshof, Sandton.

This is a senior leadership position requiring a hands‑on professional who can take full responsibility for IT Support, Projects and Technical/Field Operations teams, ensuring exceptional service delivery, operational efficiency and customer satisfaction.

The successful candidate must combine strong technical knowledge with people leadership, financial management and the ability to implement structured operational processes.

Key Duties and Responsibilities

Operations and Team Leadership

• Lead and develop multidisciplinary IT Support, Projects and Technical/Field teams.
• Establish clear KPIs, accountability structures and performance management processes.
• Oversee staffing, resource planning, recruitment and team development.
• Drive operational improvements, productivity and service excellence.

IT Service Delivery and Technical Operations

• Manage service delivery, incidents, escalations, problem management and change control.
• Monitor SLAs, service availability, response times, ticket backlogs and customer satisfaction.
• Oversee ISP and IT infrastructure, including fibre, wireless networks, VoIP, hosting and managed services.
• Coordinate field technicians, installations, maintenance and fault resolution.
• Ensure effective capacity planning and network reliability.

Project and Client Management

• Oversee IT and telecommunications projects, ensuring delivery within scope, budget and deadlines.
• Coordinate project handovers between Sales, Projects, Technical and Support.
• Manage key-client escalations and strengthen customer relationships.
• Liaise with suppliers, network providers and technology partners.

Financial Management and Governance

• Manage operational budgets, costs, resources and supplier contracts.
• Produce management reports covering SLAs, KPIs, financial performance and operational risks.
• Implement SOPs, escalation procedures, ITIL processes and service management tools.
• Drive automation, process improvement and operational efficiency.
• Ensure compliance with relevant regulatory, security and business continuity requirements, including POPIA, RICA and applicable ICASA obligations.

Minimum Requirements – Essential

• Completed bachelor's degree or national diploma in IT, Information Systems, Engineering, Business Management or a related field.
• Minimum 8 years' experience in IT, ISP or telecommunications operations.
• At least 4 years in a senior operations or management position, leading multiple teams.
• Proven experience managing Support, Projects and Technical/Field Operations teams.
• Strong understanding of networking, TCP/IP, routing, switching, fibre, wireless connectivity, VoIP and hosting.
• Demonstrated experience managing SLAs, KPIs, service delivery and customer escalations.
• Experience managing operational budgets, vendors and supplier contracts.
• Strong working knowledge of ITIL, incident management, problem management and change control.
• Excellent leadership, communication, reporting and stakeholder management skills.
• Valid driver's licence and own reliable transport.

Advantageous Experience and Certifications

• Previous experience within an ISP, WISP, telecommunications provider, MSP or data centre.
• ITIL 4 certification.
• PMP, PRINCE2 or Agile certification.
• CCNA, CCNP, MikroTik, Juniper or equivalent networking certifications.
• MBA or postgraduate management qualification.
• Experience with ticketing systems, monitoring platforms, OSS/BSS and process automation.

Ideal Candidate

We are looking for a decisive, commercially aware and technically credible operations leader who can manage multiple departments, resolve complex operational challenges and deliver measurable improvements.

The successful candidate must be comfortable working directly with technical teams, executive management and key clients.

Package and Remuneration

R65,000 – R85,000 CTC per month, depending on qualifications and relevant experience.

• Performance-linked incentive structure to be confirmed at offer stage.
• Professional development and certification support.
• Notice periods of up to 60 days will be considered.
• Occasional after-hours work and site visits may be required.
• Background, reference and qualification checks, together with a competency-based assessment, form part of the recruitment process.