Ops Manager: Onsite Operations

Core Description

• Overseeing the delivery, quality, and efficiency of technical services provided in the field—typically involving installation, maintenance, repair, or support of equipment, systems, or infrastructure at customer sites.

Key Deliverables / Primary Functions

Service Delivery & Quality Assurance

• Ensure high-quality technical service delivery aligned with SLAs (90%+ compliance).
• Oversee preventative maintenance, audits, and disaster recovery processes.
• Maintain system integrity, version control, and support for IT systems.

Operational & Project Management

• Lead multiple concurrent projects, ensuring timely rollouts and documentation.
• Manage stock levels, resource scheduling, and work rosters.
• Track budgets, control costs, and ensure operational efficiency.

Risk, Compliance & Process Improvement

• Identify and mitigate infrastructure risks.
• Ensure compliance with ITIL, ISO 27001, and cybersecurity standards.
• Drive continuous improvement using Lean/Six Sigma and enhance system processes.

Technology & Innovation

• Adopt emerging technologies (cloud, virtualization, automation).
• Collaborate with IT/engineering teams to implement digital tools.
• Use analytics and dashboards for performance monitoring and SLA tracking.

Stakeholder & Vendor Engagement

• Act as liaison between IT and business stakeholders.
• Manage relationships with vendors, partners, and service providers.
• Handle escalated customer issues and co-create functional solutions.
• Team Leadership & Development
• Mentor and coach staff, identify high-potential employees.
• Develop KPIs/KPAs, training plans, and ensure team competency.
• Promote employee engagement, innovation, and performance excellence

Core Functional Skills & Capabilities

• Risk Management
• Team Management
• Infrastructure Technology
• Service Management
• Finance and Budget Management

Core Behavioural Competencies

• Job Match
• Applying expertise & Technology
• Delivering Results & Meeting customer expectations
• Leading and supervising
• Deciding & Initiating Action
• Presenting and Communicating information

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 3 years relevant experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.
• OR
• 5 years’ experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector

Certifications

• Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

• Span of Control           : 5 – 20 direct reports 
• Level of Engagement  : Engagement will all levels within the organisation, internal and external to the business. 

Special Requirements / Employment Condition

• Ability to work extended /long hours as and when required
• Valid Drivers license

Workplace / Physical Requirements

• Billable
• Full-time Client Based Position