Johannesburg: Chief Operations Officer

About the Role

We are seeking an experienced Chief Operations Officer to lead our internal operations and drive business strategy. The ideal candidate will possess exceptional leadership qualities, analytical skills, and a deep understanding of market dynamics and customer needs. As a key member of our executive team, you will be responsible for overseeing day-to-day operations, driving process optimisation, and ensuring alignment with business objectives.

Key Responsibilities

• Operational Leadership & Strategy: Oversee day-to-day internal operations and ensure alignment with business strategy
• Drive process optimisation and service efficiency across support and project units
• Define and implement SLAs, KPIs, escalation procedures and quality assurance controls
• Lead internal performance reviews and interdepartmental coordination
• Support Services Oversight: Provide executive oversight of the support team handling municipal queries, incidents and escalations
• Project Delivery & Onboarding: Lead the Project Delivery Team responsible for implementing and converting new municipal clients from legacy systems to ERP
• Leadership and People Management: Build a high-performance culture by developing operational leaders and instilling accountability
• Coach and manage direct reports (e.g. Support Leads, Project Managers)
• Collaborate with the HR efforts on workforce planning, talent development and performance management
• Risk, Compliance & Continuous Improvement: Ensure operations align with POPIA, MFMA and Circular 80 requirements
• Manage operational risks, audits, and continuity planning
• Continuously evaluate new technologies and methodologies to enhance service delivery
• Executive and Cross-Functional Collaboration: Actively contribute to EXCO and provide strategic input across all business areas

Requirements

• A degree in Business Administration, Information Technology, or related field (MBA preferred)
• Minimum 10 years’ experience in senior operations roles, preferably in IT services, public sector software, or ERP environments
• Proven success in leading IT support, project delivery, or managed services teams
• Deep experience in client lifecycle management from onboarding through to support
• Excellent communication and interpersonal abilities, with the capacity to advise and influence executive management

Qualifications

• Formal education/certifications (Bachelor’s, LLB, Matric, etc.)

Salary & Benefits

Not specified