Operations Manager

Reporting Line: CEO

Main Job Purpose:
The Operations Manager ensures the seamless execution of operational processes and service delivery, both internally and externally. This role encompasses overseeing project implementation, resource management, and the maintenance of service standards. Reporting directly to the CEO, the Operations Manager plays a critical role in aligning operational strategies with overall objectives and fostering organisational efficiency.

Minimum Desired Qualifications:

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

Minimum Desired Experience:

• Proven 8+ years’ experience in operations management within the ICT sector
• Demonstrated leadership in managing multi-disciplinary teams and complex projects
• Experience in service delivery, resource optimisation, and vendor relationships

Minimum Desired Competencies:

• Comprehensive knowledge of ICT infrastructure, storage solutions, client solution, and cloud services
• Strong understanding of Dell, HP, Huawei, VMware, and Veeam operational requirements
• Exceptional project management and resource allocation skills
• Knowledge of government tender processes and compliance standards

Responsibilities and Accountability:

Leadership and Strategic Alignment:

• Develop and implement operational strategies aligned with overall goals
• Serve as the primary point of accountability for operational performance
• Collaborate with the CEO to set and achieve key performance indicators (KPIs)

Service Delivery:

• Oversee project execution, ensuring timely delivery and client satisfaction
• Maintain high standards of service delivery through robust quality assurance processes
• Optimise processes to enhance operational efficiency

Resource and Team Management:

• Manage and allocate resources effectively to meet project and client requirements
• Lead, mentor, and develop operational staff, promoting a high-performance culture
• Conduct regular performance evaluations aligned with organisational policies

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 organisation 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 CEO
• 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
• Regularly update knowledge on product portfolios and services through vendor training program
• Collaborate with vendors to identify training opportunities for new and emerging technologies

Internal Training:

• Facilitate training on internal processes, compliance standards, and organisational 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 CEO for operational, project outcomes, and strategic initiatives4Ensure compliance with standards and achievement of operational and project KPIs