Senior Operations Manager – IT Services & Technology Solutions

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.

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.

• Relevant tertiary qualification in Business Management Operations Management Information Technology or a related field.
• Approximately 810 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.