Senior Technical Manager

SUMMARY:
Our client in the security industry is seeking to employ a Senior Technical Manager to join their team based in Gqeberha (Port Elizabeth).

Join a dynamic and forward-thinking organisation where you will have the opportunity to shape technical strategy, lead high-performing teams, drive innovation, and make a measurable impact on operational excellence across the Eastern Cape footprint.

POSITION INFO:
Requirements: Tertiary qualification (compulsory). Minimum of 10 years' experience in a senior management role within the security, telecommunications, maintenance, or copier industries. Proven experience managing teams of 30 or more employees. Demonstrated success in service delivery, revenue generation, profitability management, and achieving operational targets. Strong knowledge of CRM systems, Microsoft Excel, SAP or equivalent business systems. Experience with job costing, maintenance scheduling software, and business intelligence tools. Strong commercial acumen with experience in cost control, budgeting, and gross profit management. Excellent leadership, coaching, mentoring, and people development skills. Strong project management and operational planning abilities. Strategic mindset with excellent analytical and critical thinking skills. Technology and AI proficiency with the ability to leverage automation and digital platforms to improve operational performance. Excellent customer relationship management and communication skills. Valid South African driver's licence. Willingness to travel throughout the Atlas operational footprint. Responsibilities: Workforce Leadership and Management Lead and manage a workforce of more than 30 technical employees, including technicians, controllers, dispatch staff, and administrators. Provide strong leadership, direction, coaching, and mentorship to technical teams. Develop structured training programmes and succession plans. Foster a culture of accountability, resilience, customer service, and continuous improvement. Manage employee performance, conduct disciplinary processes, and address underperformance in accordance with company policies. Build and develop future technical leaders within the organisation. Operational Management Oversee daily technician scheduling, dispatching, productivity, work quality, overtime, vehicle utilisation, and coverage. Ensure service calls are logged, prioritised, allocated, dispatched, monitored, and escalated appropriately. Drive first-time fix resolutions and reduce repeat call-outs, QA failures, and go-backs. Manage incident reporting, including IODs, claims, damages, and ARC-related matters. Optimise technician allocation according to skill level. Improve operational efficiencies through automation, CRM systems, business intelligence tools, and service data analysis. Maintain operational risk management, business continuity, and escalation processes. Monitor SLA performance and reduce turnaround times for service delivery. Financial and Commercial Management Take ownership of monthly service gross profit performance. Manage operational costs, including labour, overtime, fuel, fleet expenses, equipment, and staffing. Support budgeting, forecasting, and operational cost reviews. Identify loss-making contracts and high-maintenance clients, implementing corrective action plans. Ensure profitable service delivery while maintaining quality standards. Manage fleet operations, vehicle compliance, and company branding standards. Technical Strategy and Innovation Develop and implement long-term technical and service strategies. Translate strategic objectives into operational execution plans. Identify operational risks and future opportunities. Drive continuous improvement initiatives across the technical division. Champion technology adoption, AI-driven processes, automation, and digital transformation. Improve service delivery through innovation and process optimisation. Customer Experience and Account Support Build and maintain strong client relationships. Support sales and account management teams with technical contract reviews. Resolve service escalations effectively. Improve customer satisfaction and reduce preventable complaints. Reduce client cancellations through exceptional service delivery. Ensure consistent compliance with customer service standards. Reporting and Performance Management Produce accurate operational reports with actionable insights. Monitor technician productivity and service performance. Track KPI achievement across all technical divisions. Improve SLA compliance and ageing call performance. Measure and report on financial and operational performance against targets. Key Competencies Strategic leadership. Commercial and financial acumen. Operational excellence. Technology and AI literacy. Strong decision-making abilities. Project management. Customer-focused mindset. Excellent communication and interpersonal skills. Adaptability and resilience. Strong problem-solving and analytical skills. Leadership and people development. Results-driven approach. Continuous improvement mindset. Success Measures Achievement of operational and financial targets. Increased technician productivity. Reduced repeat service calls and QA failures. Improved SLA compliance. Faster response and resolution times. Improved gross profit and cost management. Higher customer satisfaction ratings. Reduced customer complaints and cancellations. Successful implementation of succession planning and employee development initiatives. Consistent reporting with measurable operational improvements. Please note that if you do not receive a response within two weeks of submitting your application, your application has been unsuccessful.

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