Operations and Services Sales Manager

Minimum Desired Qualifications:

• Bachelors degree in Business Administration, Operational Management, or a related field
• ITIL Qualification
• Project Management Qualification
• Masters Degree (Preferred)
• Sales or Business Development Certification (Advantageous)

• 8+ years of experience in ICT operations management
• Demonstrated leadership in service delivery, resource optimisation, and project oversight
• Proven success in engaging clients and promoting ICT support services
• Deep familiarity with OEMs such as Dell, HP/E, Huawei, VMware, Veeam
• Experience working with government tender processes and compliance

• End-to-end knowledge of ICT infrastructure, cloud services, and client solutions
• Strong understanding of ICT, service desk, and internal support functions
• Proven track record in service sales and client engagement
• High-level project and resource management skills
• Ability to align operations with commercial outcomes
• Strong communication, negotiation, and vendor relationship capabilities

Reporting Structure

List of Duties and Responsibilities:

• Develop and implement operational strategies aligned with the company goals.
• Serve as the key point of accountability for service operations and project outcomes
• Collaborate with the CEO to define and monitor KPIs

• Identify and sell the company support services to clients (On-Prem Support, remote service desk, etc.)
• Partner with the business development team to cross-sell operational services
• Represent the company in service contract negotiations and onboarding discussions

• Oversee service and project execution from inception to delivery
• Ensure timelines, scope, and service quality meet or exceed client expectations
• Apply quality assurance mechanisms to all delivery pipelines

• Build and maintain strong vendor partnerships to ensure access to cutting-edge technology.
• Act as the escalation point for client issues, ensuring resolution and satisfaction.
• Represent the company in operational negotiations and strategic vendor engagements.

• Ensure adherence to industry regulations, government tender requirements, and company policies.
• Identify and mitigate operational and project risks to safeguard organisational integrity.

• Prepare monthly and quarterly operational performance reports for the Managing Director.
• Track key metrics, such as project timelines, service quality, and resource utilisation.
• Provide insights on operational trends and areas for improvement.

Training

OEM Certification Requirements:

• Ensure that team members complete all mandatory Original Equipment Manufacturer (OEM) and OSM certifications, including but not limited to Dell, HP, Huawei, Lenovo, Veeam, and Nutanix.
• Regularly update knowledge on product portfolios and services through vendor training programs.
• Collaborate with vendors to identify training opportunities for new and emerging technologies.

Internal Training:

• Facilitate training on internal processes, compliance standards, and the company strategies.
• Ensure team proficiency in using tools and other platforms to support the environment.

• Develop and manage the annual operations budget, ensuring alignment with organisational goals.
• Monitor operational expenditures to ensure budget compliance.
• Collaborate with the finance team to prepare accurate forecasts and cost analyses.

• Directly accountable to the Managing Director for operational, project outcomes and strategic initiatives.
• Ensure compliance with standards and achievement of operational and project KPIs.

NOTE

The incumbent will at all times be required to render the highest level of courtesy and service to the company even where such service may fall beyond the main duties or scope of this position.