Chief Operations Officer

SUMMARY:
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POSITION INFO:

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 service delivery

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

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Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application.