Senior IT Operations Manager for ISP and Telecoms in Paulshof
Sasso Consulting · Paulshof, Sandton, Gauteng
Overview
Sasso Consulting is hiring a hands on Senior IT Operations Manager for an established ISP and telecommunications company in Paulshof, Sandton. You will lead IT Support, Projects and Field teams, manage SLAs, budgets and key client relationships. This senior role suits someone with at least 8 years in IT or telecoms operations, including 4 years managing multiple teams. Strong technical knowledge and people leadership are essential. Salary is R65,000 to R85,000 per month depending on experience.
About the role
Join an established IT services and telecommunications organisation in Paulshof, Sandton as a Senior IT Operations Manager. This is a senior leadership role where you will take full responsibility for IT Support, Projects and Technical Field Operations teams. You will ensure exceptional service delivery, operational efficiency and customer satisfaction while combining strong technical knowledge with people leadership and financial management.
Day to day, you can expect to:
- Lead and develop multidisciplinary teams across support, projects and field operations.
- Manage service delivery, incidents, escalations, problem management and change control.
- Oversee ISP and IT infrastructure including fibre, wireless networks, VoIP, hosting and managed services.
- Coordinate field technicians, installations, maintenance and fault resolution.
- Oversee IT and telecoms projects, ensuring delivery within scope, budget and deadlines.
- Manage operational budgets, supplier contracts and produce management reports on SLAs, KPIs and financial performance.
- Implement SOPs, ITIL processes and drive automation and operational efficiency.
- Ensure compliance with POPIA, RICA and ICASA obligations.
Important application notes: Notice periods of up to 60 days will be considered. Occasional after hours work and site visits may be required. Background, reference and qualification checks plus a competency based assessment form part of the recruitment process.
Requirements
- Completed bachelors degree or national diploma in IT, Information Systems, Engineering, Business Management or a related field.
- Minimum 8 years experience in IT, ISP or telecommunications operations.
- At least 4 years in a senior operations or management position leading multiple teams.
- Proven experience managing Support, Projects and Technical Field Operations teams.
- Strong understanding of networking, TCP/IP, routing, switching, fibre, wireless connectivity, VoIP and hosting.
- Demonstrated experience managing SLAs, KPIs, service delivery and customer escalations.
- Experience managing operational budgets, vendors and supplier contracts.
- Strong working knowledge of ITIL, incident management, problem management and change control.
- Excellent leadership, communication, reporting and stakeholder management skills.
- Valid drivers licence and own reliable transport.
- Advantageous: ITIL 4 certification, PMP, PRINCE2 or Agile certification, CCNA, CCNP, MikroTik, Juniper or equivalent networking certifications, MBA or postgraduate management qualification, experience with ticketing systems, monitoring platforms, OSS/BSS and process automation.
Responsibilities
- Lead and develop multidisciplinary IT Support, Projects and Technical Field teams.
- Establish clear KPIs, accountability structures and performance management processes.
- Oversee staffing, resource planning, recruitment and team development.
- Drive operational improvements, productivity and service excellence.
- Manage service delivery, incidents, escalations, problem management and change control.
- Monitor SLAs, service availability, response times, ticket backlogs and customer satisfaction.
- Oversee ISP and IT infrastructure including fibre, wireless networks, VoIP, hosting and managed services.
- Coordinate field technicians, installations, maintenance and fault resolution.
- Ensure effective capacity planning and network reliability.
- Oversee IT and telecommunications projects, ensuring delivery within scope, budget and deadlines.
- Coordinate project handovers between Sales, Projects, Technical and Support.
- Manage key client escalations and strengthen customer relationships.
- Liaise with suppliers, network providers and technology partners.
- Manage operational budgets, costs, resources and supplier contracts.
- Produce management reports covering SLAs, KPIs, financial performance and operational risks.
- Implement SOPs, escalation procedures, ITIL processes and service management tools.
- Drive automation, process improvement and operational efficiency.
- Ensure compliance with POPIA, RICA, ICASA and business continuity requirements.
Benefits
Performance linked incentive structure to be confirmed at offer stage, professional development and certification support
Job details
- Organisation
- Sasso Consulting
- Location
- Paulshof, Sandton, Gauteng
- Job type
- Full time
- Experience level
- Senior (8+ years)
- Education
- Diploma
- Salary
- R65,000 to R85,000 per month CTC / monthly
- Category
- IT & Software Development
- Application Method
- Apply online
Success Guide
This is a senior role, so your application should show clear evidence of leading multiple teams in an ISP or telecoms environment. Use your CV to highlight specific achievements such as improving SLAs, managing budgets, or rolling out network infrastructure. If you have ITIL, PMP or networking certifications like CCNA, make sure they stand out. During the interview, be ready to talk through real examples of handling escalations, managing field technicians, and driving operational improvements. The company values a hands on leader who can work with both technical teams and executive management, so prepare to demonstrate both your technical credibility and your people skills.
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