Operations Manager
Position Overview
We are looking for an Operations Manager to join our Managed Services business.
Your primary role is to ensure the smooth running of operations on a day-to-day basis, ensuring that services meet both customer expectations and performance standards. You will have the opportunity to coach and develop team managers, effectively plan resources, and drive continuous improvement while maintaining a vigilant approach to operational risks. In essence, you are the backbone of service delivery, ensuring that both customers and internal teams are satisfied, with everything functioning seamlessly
Salary & Benefits
The budgeted salary for this role is between 65,000 - 80,000 ZAR monthly, depending on experience. The higher end of this salary range requires meeting all of the requirements for the role description, and demonstrating the ability to operate at the level and pace this role requires.
Click here for the list of benefits.
Hybrid working
We recognise the benefits that remote and flexible working brings.
We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.
Responsibilities
Deliver effective operational performance across the Modern Workplace and Managed Device teams, ensuring services meet agreed SLAs, KPIs, customer expectations, and internal quality standards.
Lead, coach, and develop team managers and senior technical resources to create a high-performing, engaged, and accountable operational team.
Ensure effective resource, capacity, schedule, and utilisation planning to support customer demand, project delivery, service continuity, and operational efficiency.
Oversee successful customer transitions and project handovers into support, ensuring knowledge transfer, onboarding readiness, and clear operational ownership.
Provide clear monthly reporting on service performance, risks, customer feedback, improvement actions, and delivery outcomes across the relevant functions.
Drive continuous improvement across people, process, and service delivery, using operational data, customer survey feedback, quality insights, and stakeholder input.
Identify and manage operational risks, service issues, and escalations, ensuring timely mitigation and effective communication with customers and internal stakeholders.
Support the annual review and ongoing evolution of Modern Workplace and Managed Device service offerings, identifying opportunities for improvement, growth, and alignment to customer and industry demand.
Promote a positive working environment built on accountability, integrity, collaboration, customer focus, and continuous learning.
Qualifications & Experience
Experience leading operational teams within a managed services, Technology Services, Modern Workplace, Managed AVD, or Managed Device environment.
Strong people leadership experience, including line management, coaching, mentoring, performance management, and development of team managers and senior technical resources.
Proven ability to manage operational performance through SLAs, KPIs, customer feedback, service reporting, and continuous improvement activity.
Strong understanding of ITIL-aligned service management practices, including incident, request, problem, change, escalation, and service transition processes.
Experience in resource planning, capacity management, utilisation tracking, scheduling, and workload prioritisation across operational teams.
Ability to govern and improve departmental processes, procedures, and ways of working to support operational efficiency and customer outcomes.
Experience supporting customer onboarding, service transition, project handover, and operational readiness activities.
Ability to identify operational risks, implement appropriate mitigations, and escalate issues effectively where required.
Excellent stakeholder management and communication skills, with the ability to work effectively with customers, Service Delivery, Process, Quality Assurance, People and Talent, and technical teams.
Strong personal organisation, business administration, analytical, and decision-making skills.
Customer-focused approach with the ability to respond to queries, complaints, and service issues professionally, promptly, and with empathy.
Willingness to learn, improve, adapt, and support the ongoing evolution of Modern Workplace and Managed services offerings.
About Us:
We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.
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