Operations & Service Sales Manager

Reporting Line

CEO

Main Job Purpose

The Operations & Service Sales Manager is responsible for the seamless delivery of Diopoint’s operational functions and the active promotion and selling of its support services, including project management, service desk, and infrastructure solution services. This hybrid role combines strategic operations management, project execution oversight, and service-focused sales initiatives aimed at expanding Diopoint’s client support footprint. Reporting directly to the CEO, this role is instrumental in aligning service operations with business goals, enhancing service value, and fostering efficiency and revenue growth through client engagement.

Minimum Desired Qualifications

  • Bachelor’s degree in Business Administration, Operational Management, or a related field
  • ITIL Qualification
  • Project Management Qualification
  • Masters Degree (Preferred)
  • Sales or Business Development Certification (Advantageous)

Minimum Desired Experience

  • 8+ years of experience in ICT operations management
  • Demonstrated leadership in service delivery, resource optimisation, and project oversight
  • Proven success in engaging clients and promoting ICT support services
  • Deep familiarity with OEMs such as Dell, HP/E, Huawei, VMware, Veeam
  • Experience working with government tender processes and compliance

Minimum Desired Competencies

  • End-to-end knowledge of ICT infrastructure, cloud services, and client solutions
  • Strong understanding of ICT, service desk, and internal support functions
  • Proven track record in service sales and client engagement
  • High-level project and resource management skills
  • Ability to align operations with commercial outcomes
  • Strong communication, negotiation, and vendor relationship capabilities

Responsibilities and Accountability

LIST OF DUTIES AND RESPONSIBILITIES:

Strategic Operations and Leadership

  • Develop and implement operational strategies aligned with Diopoint’s goals.
  • Serve as the key point of accountability for service operations and project outcomes
  • Collaborate with the CEO to define and monitor KPIs

Service Sales and Client Engagement

  • Identify and sell Diopoint’s support services to clients (On-Prem Support, remote service desk, etc.)
  • Partner with the business development team to cross-sell operational services
  • Represent Diopoint in service contract negotiations and onboarding discussions

Project and Service Delivery

  • Oversee service and project execution from inception to delivery
  • Ensure timelines, scope, and service quality meet or exceed client expectations
  • Apply quality assurance mechanisms to all delivery pipelines

Client and Vendor Relationship

  • Build and maintain strong vendor partnerships to ensure access to cutting-edge technology.
  • Act as the escalation point for client issues, ensuring resolution and satisfaction.
  • Represent Diopoint in operational negotiations and strategic vendor engagements.

Risk Management

  • Ensure adherence to industry regulations, government tender requirements, and company policies.
  • Identify and mitigate operational and project risks to safeguard organisational integrity.

Reporting

  • Prepare monthly and quarterly operational performance reports for the Managing Director.
  • Track key metrics, such as project timelines, service quality, and resource utilisation.
  • Provide insights on operational trends and areas for improvement.

Training

  • OEM Certification Requirements:
    • Ensure that team members completes all mandatory Original Equipment Manufacturer (OEM) and OSM certifications, including but not limited to Dell, HP, Huawei, Lenovo, Veeam, and Nutanix.
    • Regularly update knowledge on product portfolios and services through vendor training programs.
    • Collaborate with vendors to identify training opportunities for new and emerging technologies.

 

  • Internal Training:
    • Facilitate training on internal processes, compliance standards, and Diopoint’s strategies.
    • Ensure team proficiency in using tools and other platforms to support the environment.

Budgeting

  • Develop and manage the annual operations budget, ensuring alignment with organisational goals.
  • Monitor operational expenditures to ensure budget compliance.
  • Collaborate with the finance team to prepare accurate forecasts and cost analyses.

Accountability

  • Directly accountable to the Managing Director for operational, project outcomes and strategic initiatives.
  • Ensure compliance with standards and achievement of operational and project KPIs.

Salary

Negotiable

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