Digital Workplace - Senior Operations Manager

In brief

Overview This role is for a Digital Workplace - Senior Operations Manager at EXL South Africa. It seeks a highly experienced IT Service Delivery Manager to oversee seamless IT Service Management across operations. This business- and client-facing position is critical for supporting business growth, driving operational excellence, and delivering value to both the organization and its clients. The role also includes managing relationships with business client IT teams and ensuring compliance and information security standards are met. What you will do * Take end-to-end ownership of key accounts from an IT operations perspective (Client Portfolio Management). * Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders; participate in service operations reviews and new business growth discussions (IT Service Management & Delivery). * Identify, implement, and review service improvement initiatives; drive productivity improvements and manage operational costs effectively (Business Value Creation). * Ensure operational compliance in client processes; collaborate with Internal Audit teams to meet compliance requirements (Compliance & Information Security). * Understand delivery requirements and communicate expectations effectively to internal teams (Client Liaison). * Maintain a major incidents database, capturing client process downtimes and application issues for future reference (Incident Management). * Conduct floor visits, manage assets, and ensure service delivery standards across offices (Operational Oversight). * Manage new implementations, transitions, and projects, including Greenfield site/building setups (Project Management). * Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations (Global Collaboration). Requirements (from the original advert) * Graduate or higher; Master’s degree is a plus. * 12–14 years of relevant industry experience, including large-scale operations management. * Proven ability to take end-to-end ownership of technology operations, assets, and service delivery. * Strong technical knowledge of Networking, Systems, Voice, and business applications. * Industry-recognized certifications e.g., ITIL/ITSM are advantageous. * Familiarity with project management methodologies. * Excellent communication skills, capable of engaging stakeholders at all levels. * Understanding of enterprise business processes, IT operations, and IT processes. * Proficient in MS Office, MS Project, and Visio. * Experience managing large-scale operations 5,000–10,000 end users. * Experience with new implementations, transitions, and Greenfield setups preferred. * Must be able to work US Hours from the office (Earliest shift: 11:00 AM – 8:00 PM SAST and Latest shift: 2:00 PM – 11:00 PM SAST). * Must be based in Cape Town. Who should apply An experienced IT Service Delivery Manager with 12–14 years of relevant industry experience, including large-scale operations management, who can take end-to-end ownership of technology operations, assets, and service delivery. The ideal candidate will possess strong technical knowledge across networking, systems, voice, and business applications, and demonstrate excellent communication skills for engaging stakeholders at all levels. They should have an understanding of enterprise business processes, IT operations, and IT processes, and be proficient in MS Office, MS Project, and Visio. Experience managing large-scale operations (5,000–10,000 end users) is required. The role is client-facing and requires someone based in Cape Town who is able to work US hours from the office. Deadline Not specified Reference Original posting: https://www.myjobmag.co.za/job/digital-workplace-senior-operations-manager-exl-south-africa Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 12 years of experience.

• Microsoft Office
• Project management

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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