Senior Operations Manager – IT Services & Technology Solutions

Sasso Consulting (Pty) Ltd; Sandton; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Sasso Consulting (Pty) Ltd seeks a Senior Operations Manager to lead its IT services and technology solutions operations in Sandton. You will drive operational efficiency, client service delivery and structured processes across departments to support growth and performance.

The role requires hands-on leadership, strategic thinking, and strong financial acumen to ensure profitability and service excellence in a fast-paced environment.

Qualifications

• Senior operations leadership experience in IT services or technology solutions.
• Proven ability to design and implement SOPs, KPIs and performance management.
• Strong stakeholder management and client delivery experience.

Responsibilities

• Provide strategic and hands-on leadership across operational departments.
• Establish operational structures, processes and reporting lines.
• Oversee daily operations to ensure efficiency, productivity and service excellence.
• Develop and implement operational strategies aligned with objectives.
• Drive accountability and continuous improvement across the business.
• Monitor SLAs, service quality and client delivery performance.
• Lead, mentor and develop operational managers and teams.
• Manage budgets, expenditure and cost controls.

Skills

Strategic leadership

Operational leadership

Stakeholder management

Process improvement

Team development

Education

Relevant tertiary qualification in Business/Operations/IT

Job description

Senior Operations Manager – IT Services & Technology Solutions

Location: Paulshof, Sandton, Johannesburg, GautengEmployment Type: Permanent | Full-TimeIndustry: Information Technology | Managed IT Services | Technology SolutionsSalary: Market-related (To Be Confirmed)Recruitment Agency: SASSO Consulting

Job Overview

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.

Key Responsibilities

Operational Leadership & Management

• 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.

Process Improvement & Operational Efficiency

• 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.

Client Service Delivery & Relationship Management

• 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.

People Leadership & Team Development

• 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.

Financial & Commercial Management

• 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.

Minimum Requirements

• 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.

Advantageous Experience

• 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.

Key Competencies

• 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

Ideal Candidate Profile

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.

Remuneration

Market-related salary, commensurate with qualifications, relevant experience and demonstrated senior operational leadership capabilities.