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IT Operations Manager

2 weeks ago

Centurion, Gauteng, South Africa IPT Full time

About the Role

We're seeking an experienced
IT Operations Manager
to lead our Managed Services operations, ensuring our clients receive reliable, secure, and scalable IT services. You'll own service delivery across helpdesk/NOC, projects, and client success, drive continuous improvement through ITIL aligned processes, and partner with leadership to meet revenue, margin, and customer satisfaction goals.

Key Responsibilities:

Service Delivery & Operations

  • Own end to end
    MSP service delivery
    (Service Desk, NOC/SOC, Field, Projects) and ensure adherence to SLAs, OLAs, and contractual obligations.
  • Manage daily operations in the
    PSA
    (ConnectWise, HaloITMS) and
    RMM
    N-Able) for ticket flow, scheduling, escalations, and change control.
  • Run weekly
    Service Review Meetings
    , backlog grooming, and major incident postmortems (RCA).
  • Oversee
    capacity planning
    and resource utilisation; maintain a balanced roster and standby schedule.
  • Implement and refine
    ITIL practices
    (Incident, Problem, Change, Knowledge Management).

Client Management

Lead
client onboarding/transition
, ensuring documented standards, asset inventories, and security baselines are established.

  • Manage escalations and ensure proactive communication for incidents, maintenance, and projects.

Security & Compliance

  • Enforce MSP
    security standards
    : EDR/XDR, SIEM, patching, vulnerability management, MFA/SSO, email security, backup/DR.
  • Maintain compliance with relevant frameworks (e.g.,
    ISO 27001
    ,) and local regulations (e.g.,
    POPIA
    ).
  • Partner with SOC/MDR providers; review detections, playbooks, and incident response activities.

Technology & Architecture

  • Govern
    standard operating environments
    (SOEs), golden images, baseline configurations, and automation policies.
  • Own
    Microsoft 365/Azure
    tenant governance, identity and access management, and licensing optimization.
  • Guide solution selection and architecture for networks, security, and cloud workloads.

People Leadership

  • Lead, mentor, and develop a multidisciplinary team (Service Desk, Tier 1-3 Engineers)).
  • Define role expectations, run performance reviews, and drive skills development and certification.
  • Foster a culture of accountability, knowledge sharing, and continuous improvement.

Financials & Vendor Management

  • Manage departmental budgets (labor, tooling, subscriptions) and improve
    service margin
    through process and automation.
  • Own vendor relationships and renewals; evaluate tooling and services for cost benefit and performance.
  • Support presales/scoping and ensure projects deliver
    on time, on scope, on budget
    .

Required Qualifications & Experience

  • 7+ years in IT operations, with 3+ years in
    MSP leadership
    or equivalent.
  • Strong experience with
    PSA/RMM
    platforms and ITSM processes (
    ITIL Foundation
    or higher preferred).
  • Hands-on knowledge of
    Microsoft 365/Azure
    , identity/security (MFA, conditional access), networking (LAN/WAN, SDWAN), and endpoint/server management.
  • Proven track record managing
    SLA driven
    environments, escalations, and client communications.
  • Exposure to security controls and frameworks (EDR/XDR, SIEM, vulnerability management; ISO 27001/NIST; POPIA awareness).
  • Advantageous: experience with
    Fortinet
    (FortiGate, FortiManager, FortiAnalyzer),
    Trend Micro
    (Vision One MDR/XDR), backup/DR platforms, and scripting/automation (PowerShell).

Core Competencies

  • Operational Excellence:
    Disciplined execution, data driven decisions, and continuous improvement mindset.
  • Customer Centricity:
    Clear communication, expectation management, and trusted advisory approach.
  • Leadership:
    Coaching, delegation, and building high performing teams.
  • Problem Solving:
    Root cause analysis and pragmatic risk management.
  • Security First Thinking:
    Balance usability, cost, and risk with defensible controls.
  • Commercial Acumen:
    Understand margins, utilization, and service packaging.

Reporting Line

Reports to: Executive level

Direct Reports: Service Desk Lead, Tier 1, Tier 2, Tier 3 Engineers

What We Offer

  • Competitive compensation
  • Professional development and certifications
  • Hybrid work with client facing variety
  • Opportunity to shape MSP operations and client outcomes