In order to be considered the following is required: A degree in Business Administration, Information Technology, or related field (MBA preferred) Minimum 10 years’ experience in senior operations roles, preferably in IT services, public sector software, or ERP environments Proven success in leading IT support, project delivery, or managed services teams Deep experience in client lifecycle management from onboarding through to support Excellent communication and interpersonal abilities, with the capacity to advise and influence executive management Exceptional analytical, strategic thinking and problem-solving skills Exemplary leadership qualities, with the ability to inspire and manage teams towards achieving excellence in operations Strong understanding of market dynamics, customer needs, and the competitive landscape Proficiency in MS Office and CRM software (e.g. Salesforce) Ability to travel Responsibilities Operational Leadership & Strategy Oversee day-to-day internal operations and ensure alignment with business strategy Drive process optimisation and service efficiency across support and project units Define and implement SLAs, KPIs, escalation procedures and quality assurance controls Lead internal performance reviews and interdepartmental coordination Support Services Oversight Provide executive oversight of the support team handling municipal queries, incidents and escalations Ensure issues are resolved in compliance with contractual SLAs and in line with mSCOA regulations Champion proactive support, knowledge base development and client education initiatives Project Delivery & Onboarding Lead the Project Delivery Team responsible for implementing and converting new municipal clients from legacy systems to ERP Ensure smooth transitions, timely go-lives, and effective handovers to the CRM (Client Relations Management) and Support units Leadership and People Management Build a high-performance culture by developing operational leaders and instilling accountability Coach and manage direct reports (e.g. Support Leads, Project Managers) Collaborate with the HR efforts on workforce planning, talent development and performance management Risk, Compliance & Continuous Improvement Ensure operations align with POPIA, MFMA and Circular 80 requirements Manage operational risks, audits, and continuity planning Continuously evaluate new technologies and methodologies to enhance servicedelivery Executive and Cross-Functional Collaboration Actively contribute to EXCO and provide strategic input across all business areas Serve as an escalation point for major incidents, client disputes or delivery failures Support the CEO in executing enterprise-wide initiatives and strategic decision-making #J-18808-Ljbffr