IT Operations Manager

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

About the role

The IT Operations Manager acts as a trusted advisor to enterprise clients, aligning business requirements with IT strategy and positioning Reflex as the partner of choice. The IT Operations Manager leads key functions including ICT strategy, risk management, budget planning, compliance, and account management, while serving as the primary point of contact for client C-Level executives. Working closely with a dedicated Service Delivery Manager, the IT Operations Manager focuses on strategy, risk mitigation, major proposals, and projects, while the Service Delivery Manager manages day-to-day operations and service delivery. 

Key duties and responsibilities: 
Client Relationship & Engagement: 
•    Manage client engagement and ensure relationships remain healthy and professional 
•    Hold monthly strategy and risk meetings, monthly reporting, and build trust with clients. 
•    Respond to client requests in a timely and professional manner, taking ownership until resolution. 
•    Ensure client relationships are in good health, with continuous efforts to improve IT strategy. 
•    Attend monthly client meetings and provide monthly reporting. 
•    Ensure accuracy and professionalism of proposals. 
Strategy, Risk & Governance: 
•    Manage risk and strategy, ensuring risks are mitigated and aligned with client requirements. 
•    Provide monthly reports to clients on strategy, risk, project support issues, and recurring problems. 
•    Report to Reflex EXCO on major risks that could impact the business. 
•    Identify and mitigate risks in both client and Reflex environments. 
•    Ensure gaps and risks are minimized in IT strategy and service delivery. 
•    Last escalation point before Reflex EXCO, responsible for high-level strategy, risk, and unresolved technical matters. 
Technical & Service Delivery Oversight: 
•    Provide a reliable, total technical service to support client satisfaction. 
•    Maintain a full understanding of client ICT environments and needs to ensure high service standards. 
•    Ensure projects are delivered to high standards and installations meet client expectations 
•    Find ways to ensure best quality service during project installations. 
•    Take ownership of high-priority issues and communicate with Reflex and client C-levels. 
•    Drive critical documentation and diagrams from other business units. 
Sales, Revenue Growth & Commercial Management: 
•    Achieve weekly, monthly, and annual sales targets through converting risks into opportunities and ongoing business. 
•    Strategically grow customer revenue by expanding Reflex’s footprint and share of wallet. 
•    Use solution and insight-selling approaches to create compelling proposals. 
•    Facilitate proposals, quotes, and approvals in line with client needs and strategy. 
•    Collaborate with the internal Product Solution Group and secure buy-in from stakeholders. 
•    Manage pipeline by capturing, forecasting, and updating opportunities. 
•    Maintain an individual tracker for progress against sales targets. 
•    Ensure all clients have signed and updated Master Services Agreements (MSA), with annual reviews and minimum 2-year terms. 
Administration & Documentation: 
•    Ensure client environments and compliance processes are fully documented and communicated internally and externally. 
•    Ensure client MSAs and proposals are signed, accurate, and up to date. 
•    Keep ICT strategies and meeting minutes current and sufficiently detailed. 
•    Follow workflows for inter-BU and third-party interactions. 
 
Education, Experience and Skills: 
•    Matric certificate 
•    Relevant ICT Diploma, MCSE, CCNA, and/or Entry level Cloud certification  
•    Minimum of five (5) years ICT and managerial experience 
•    Budgeting and financial experience essential 
•    Account and relationship management experience  
•    Computer skills: CRM, Remote Support, PRTG, Microsoft Windows and Office applications 
•    Strong presentation and communication skills  
•    Polite and professional personal presentation 
•    Excellent planning and organising skills 
•    Openness to learning & honest about lack of knowledge or understanding 
•    Produces high-quality work that is accurate in terms of detail and best practice standards