Operations Manager | Black Pen Recruitment | Johannesburg …

Job Information Job Title: Operations Manager | Black Pen Recruitment | Johannesburg (Hybrid)

Recruiting Company: Black Pen Recruitment

Job Location: Johannesburg, South Africa

Job Type: Full-Time, Permanent

Work Model: Hybrid (2 days in office per week)

Application Method:

Position Summary The Operations Manager will lead the Professional Services division’s support and upgrade project teams, ensuring seamless delivery of high‑quality client solutions. This role is vital in driving operational excellence, fostering team collaboration, and ensuring all workstreams are executed efficiently, on time, and within scope.

Detailed Job Description In this role, you will manage the operational workstreams responsible for client support, project delivery, and solution upgrades. You will work closely with the Chief Customer Officer to execute operational strategies while empowering team members through a culture of performance, accountability, and continuous improvement. You will oversee JIRA-based work management, ensuring accurate sprint planning, workflow tracking, and client deliverable visibility. This position requires a strong blend of technical delivery understanding, people leadership, and operational governance—all within a dynamic customer‑facing environment.

Key Responsibilities

Lead and manage the support and upgrade project teams within Professional Services.

Ensure projects and client solutions are delivered on time, within scope, and budget.

Oversee all operational workstreams and ensure JIRA is the single source of truth for task management.

Foster a collaborative, high-performance culture focused on quality and client satisfaction.

Manage client support agreements while ensuring service excellence and SLA adherence.

Support sprint-based delivery processes, resource allocation, and continuous workflow optimization.

Provide escalation support, problem resolution, and guidance to delivery teams.

Collaborate with leadership to improve processes, reporting, and operational frameworks.

Maintain accurate reporting, dashboards, and operational documentation.

Required Qualifications&Skills

Minimum 8 years of experience in operational leadership within a technical support or delivery environment.

Strong understanding of technical delivery, software development lifecycle, and support models.

Proven experience leading medium to large teams and managing customer support agreements.

High proficiency in JIRA for project tracking, dashboards, and workflow management.

Strong skills in MS Office for reporting and document management.

Excellent communication, interpersonal, and stakeholder-management abilities.

Highly organized with strong multitasking and time‑management skills.

Solutions‑oriented with strong conflict‑resolution capabilities.

High levels of professionalism, discretion, resilience, and adaptability.

Technical background or relevant qualification (preferred).

Nice-to-Have Skills

Experience in software or technology-driven organizations.

Exposure to Agile delivery workflows and sprint methodologies.

Experience managing operational transformation or process‑improvement initiatives.

Familiarity with customer experience and service delivery metrics.

Recruitment Pro Tip Showcase clear examples of how you’ve improved operational workflows, managed sprint‑based delivery, or elevated team performance—practical leadership achievements stand out strongly for Operations Manager roles in hybrid technical environments.

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