Ops Manager: Onsite Operations

Business unit, Department, Reporting

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

Core Behavioural Competencies

Minimum Qualifications

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

Workplace / Physical Requirements