Operations Manager

Summary

Join Datacom as an Operations Manager and oversee operational activities across key client accounts. This role involves managing all aspects of operations, improving efficiency and client satisfaction, and leading Datacom operations in people management, sales operations, and client support. You will develop and implement strategic initiatives, ensure operational excellence, monitor team performance, manage budgets, and drive continuous service improvement. The ideal candidate possesses extensive experience in IT infrastructure, service delivery, and financial management, along with strong leadership and problem-solving skills. Datacom offers a dynamic work environment with perks such as remote work, flexible hours, and professional development opportunities.

Requirements

• Possess a broad and deep understanding of technical infrastructure projects and related technology dependencies
• Demonstrate understanding and implementation of Service Delivery disciplines
• Possess strong financial management practices with a clear understanding of the relationship between costs, utilisation and project revenue
• Have 10+ years of relevant experience
• Demonstrate experience in managing people and teams
• Have experience in financial management, including cost estimation and budget tracking and reporting
• Possess the ability to manage complex issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results
• Establish and assure adherence to budgets, schedules, work plans, and performance requirements
• Prevent erroneous decisions to avoid critical delay(s) in schedules and/or unit operations that may jeopardise overall business activities
• Possess the ability to frequently interact with a variety of stakeholders and team members, normally involving matters between functional areas, other Datacom divisions, customers and the company
• Possess the ability to build and lead collaborative teams to achieve organisational goals and objectives
• Possess proven analytical and problem-solving skills
• Possess excellent customer relationship building and management skills
• Possess strong influencing and persuasive ability

Responsibilities

• Develop and implement strategic initiatives that improve service delivery metrics (e.g., SLA compliance, client satisfaction) and drive operational efficiencies
• Lead the evolution of our managed IT services, integrating best practices into every facet of the operation
• Oversee day-to-day operations to ensure compliance with established procedures and industry standards
• Translate functional plans into actionable operational processes and set clear, measurable outcomes such as improved client retention and cost-saving targets
• Monitor team performance by reviewing response times, analyzing problem logs, and identifying trends to preempt issues
• Recommend technology enhancements and process improvements, including hardware/software upgrades, to boost productivity
• Manage operational budgets, forecasting, and financial performance, ensuring alignment with business objectives and organisational priorities
• Drive continuous improvement initiatives aligned with ITIL and ITSM best practices, leveraging platforms such as ServiceNow to enhance service delivery and client support

Benefits

• Remote working
• Flexi-hours
• Professional development courses