About the position
Main Job Purpose:
The Operations & Service Sales Manager is responsible for the seamless delivery of the companies
operational functions and the active promotion and selling of its support services, including project
management, service desk, and infrastructure solution services. This hybrid role combines strategic
operations management, project execution oversight, and service-focused sales initiatives aimed at
expanding the company client support footprint. Reporting directly to the CEO, this role is instrumental in
aligning service operations with business goals, enhancing service value, and fostering efficiency and
revenue growth through client engagement.
Minimum Desired Qualifications:
- Bachelor’s degree in Business Administration, Operational Management, or a related field
- ITIL Qualification
- Project Management Qualification
- Master’s Degree (Preferred)
- Sales or Business Development Certification (Advantageous)
Minimum Desired Experience
- 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
Minimum Desired Competencies
- 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:
Strategic Operations and Leadership
- 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
Service Sales and Client Engagement
- 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
Project and Service Delivery
- 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
Client and Vendor Relationship
- 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.
Risk Management
- Ensure adherence to industry regulations, government tender requirements, and company policies.
- Identify and mitigate operational and project risks to safeguard organisational integrity.
Reporting
- 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.
Budgeting
- 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.
Accountability
- 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 above job profile identifies the key areas of responsibility of the position and is not all - encompassing description of duties and tasks. The job profile may be subject to review from time to time. The incumbent will be required to perform similar such duties and tasks in any area of Operations & Services Sales Management as may be designated by management from time to time. 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.
Main Job Purpose:
The Operations & Service Sales Manager is responsible for the seamless delivery of the companies
operational functions and the active promotion and selling of its support services, including project
management, service desk, and infrastructure solution services. This hybrid role combines strategic
operations management, project execution oversight, and service-focused sales initiatives aimed at
expanding the company client support footprint. Reporting directly to the CEO, this role is instrumental in
aligning service operations with business goals, enhancing service value, and fostering efficiency and
revenue growth through client engagement.
Minimum Desired Qualifications:
- Bachelor’s degree in Business Administration, Operational Management, or a related field
- ITIL Qualification
- Project Management Qualification
- Master’s Degree (Preferred)
- Sales or Business Development Certification (Advantageous)
Minimum Desired Experience
- 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
Minimum Desired Competencies
- 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:
Strategic Operations and Leadership
- 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
Service Sales and Client Engagement
- 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
Project and Service Delivery
- 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
Client and Vendor Relationship
- 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.
Risk Management
- Ensure adherence to industry regulations, government tender requirements, and company policies.
- Identify and mitigate operational and project risks to safeguard organisational integrity.
Reporting
- 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.
Budgeting
- 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.
Accountability
- 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 above job profile identifies the key areas of responsibility of the position and is not all - encompassing description of duties and tasks. The job profile may be subject to review from time to time. The incumbent will be required to perform similar such duties and tasks in any area of Operations & Services Sales Management as may be designated by management from time to time. 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
