• Bachelor’s degree in Business Administration, Operational Management, or a related field
• ITIL Qualification
• Project Management Qualification
• Master’s Degree (Preferred)
• Sales or Business Development Certification (Advantageous)

Minimum Desired Experience

• 8+ years of experience in ICT operations management
• Demonstrated leadership in service delivery, resource optimisation, and project oversight
• Proven success in engaging clients and promoting ICT support services
• Deep familiarity with OEMs such as Dell, HP/E, Huawei, VMware, Veeam
• Experience working with government tender processes and compliance

Minimum Desired Competencies

• End-to-end knowledge of ICT infrastructure, cloud services, and client solutions
• Strong understanding of ICT, service desk, and internal support functions
• Proven track record in service sales and client engagement
• High-level project and resource management skills
• Ability to align operations with commercial outcomes
• Strong communication, negotiation, and vendor relationship capabilities

 
LIST OF DUTIES AND RESPONSIBILITIES:
Strategic Operations and Leadership

• Develop and implement operational strategies aligned with company’s goals.
• Serve as the key point of accountability for service operations and project outcomes
• Collaborate with the CEO to define and monitor KPIs

Service Sales and Client Engagement

• Identify and sell organization support services to clients (On-Prem Support, remote service desk, etc.)
• Partner with the business development team to cross-sell operational services
• Represent organization in service contract negotiations and onboarding discussions

Project and Service Delivery

• Oversee service and project execution from inception to delivery
• Ensure timelines, scope, and service quality meet or exceed client expectations
• Apply quality assurance mechanisms to all delivery pipelines

Client and Vendor Relationship
 

• Build and maintain strong vendor partnerships to ensure access to cutting-edge technology.
• Act as the escalation point for client issues, ensuring resolution and satisfaction.
• Represent the Company in operational negotiations and strategic vendor engagements.

Risk Management

• Ensure adherence to industry regulations, government tender requirements, and company policies.
• Identify and mitigate operational and project risks to safeguard organisational integrity.

Reporting

• Prepare monthly and quarterly operational performance reports for the Managing Director.
• Track key metrics, such as project timelines, service quality, and resource utilisation.
• Provide insights on operational trends and areas for improvement.

Training

• OEM Certification Requirements:
• Ensure that team members complete all mandatory Original Equipment Manufacturer (OEM) and OSM certifications, including but not limited to Dell, HP, Huawei, Lenovo, Veeam, and Nutanix.
• Regularly update knowledge on product portfolios and services through vendor training programs.
• Collaborate with vendors to identify training opportunities for new and emerging technologies.

Internal Training:

• Facilitate training on internal processes, compliance standards, and Company’s strategies.
• Ensure team proficiency in using tools and other platforms to support the environment.

Budgeting

• Develop and manage the annual operations budget, ensuring alignment with organisational goals.
• Monitor operational expenditures to ensure budget compliance.
• Collaborate with the finance team to prepare accurate forecasts and cost analyses.

Accountability

• Directly accountable to the Managing Director for operational, project outcomes and strategic initiatives.
• Ensure compliance with standards and achievement of operational and project KPIs.

CVs can be shared to info@recruitersof distinction.co.za

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