General Manager | Johannesburg | Permanent Lead a high-performing operations team delivering complex services to blue-chip clients. Own the profit, performance and service excellence agenda across multiple contracts. Reporting to the Managing Executive, the General Manager will take full accountability for planning, organising and directing operations to achieve profit targets while meeting and exceeding service level agreements. You will translate strategy into executable plans, budgets and measurable outcomes, ensuring resources are aligned, risks are managed and service quality remains consistently high. You will work closely with contract managers, the operations manager and regional administration manager to coordinate procurement, production, field and technical services. A key part of the role is building capability in your team, driving a culture of accountability, continuous improvement and information-sharing, and ensuring that policies, standards and procedures are rigorously applied. Our client is a leading national services organisation that delivers integrated outsourced solutions to a diverse portfolio of clients. The environment is hands-on, fast-paced and performance-driven, with a strong emphasis on governance, quality, safety and long-term customer relationships. What You’ll Do Lead operational planning, budgeting and forecasting to achieve profit contribution while ensuring full compliance with contractual SLAs. Develop and implement strategic and operational plans, translating organisational objectives into clear priorities and measurable targets. Establish and monitor performance metrics, analyse results, and initiate corrective actions to ensure continuous performance and service improvement. Coordinate procurement, production, field and technical service activities, ensuring effective policies, processes and interface with corporate functions. Assign clear accountabilities, monitor performance, conduct regular reviews and provide ongoing coaching, feedback and development opportunities. Build and uphold the company’s reputation by engaging effectively with customers, employees and community stakeholders and modelling ethical business practices. Maintain quality service by enforcing organisational standards, aligning with ISO 9001 requirements and driving adherence to risk management frameworks. Stay abreast of industry trends, best practice and technology advancements through networking, benchmarking and professional development. Enhance staff effectiveness through recruitment, selection, onboarding, training and ongoing mentoring of subordinate managers and their teams. Manage employee relations and workplace conflict, ensuring fair and consistent application of company policies, procedures and corrective action processes. Drive capacity building across the operations leadership team to ensure strong succession and depth in critical roles. What You Bring A relevant degree or advanced diploma (NQF Level 7) in business, operations management, commerce or a related field. At least 5 years’ managerial experience in the services industry, with a track record of delivering against SLAs and financial targets in a multi-site or contract-based environment. Strong operational, customer relationship and financial management skills, including budgeting, cost control and financial planning. Solid understanding of the OHS Act, ISO 9001 quality management and risk management systems. Proficient in MS Word, Excel, PowerPoint, Project and Outlook at an intermediate level. Proven leadership ability with experience in capacity building, coaching, performance management and change leadership. Highly proactive, deadline-driven and resilient, with strong analytical ability and a focus on process improvement and problem-solving. Excellent written and verbal communication skills, with strong negotiation, relationship-building and stakeholder management capability. What Success Looks Like Contracts consistently achieve or exceed SLA, quality, safety and profitability targets. A capable, engaged management team with clear accountabilities and strong succession depth. Robust operational governance with well-embedded policies, procedures and standards and minimal audit or compliance findings. Strong, long-term relationships with clients and stakeholders, reflected in contract retention and growth opportunities. Visible continuous improvement in productivity, service quality and customer satisfaction, supported by data-driven decision-making.
