POSITION: IT Operations Manager
LOCATION: Gaborone, Botswana

Position Overview
The Operations Manager will lead the transformation and maturation of IT operations at the business,
building effective teams and processes while managing both internal resources and external vendors.
This role combines strategic leadership with practical enterprise IT experience to establish and maintain robust operational capabilities.

Key Responsibilities
Operational Leadership & Transformation

• Build and implement IT operational processes and procedures from the ground up
• Establish service management practices aligned with industry standards
• Drive the maturation of IT operations through structured improvement initiatives
• Develop and implement monitoring and reporting frameworks in accordance with IT Service Level Agreements

Infrastructure & Security Oversight

• Provide strategic oversight of enterprise infrastructure including desktop, server and cloud (both private and public) infrastructure
• Guide the implementation and management of enterprise security practices
• Ensure proper implementation and maintenance of backup and recovery solutions
• Oversee network infrastructure management and optimization

Team Development & Vendor Management

• Build and develop high-performing IT teams
• Establish effective vendor management practices and maintain key relationships
• Drive continuous improvement in service delivery across internal and external teams
• Foster a culture of excellence and professional development

Process Development & Implementation

• Design and implement IT service management processes appropriate for organizational maturity
• Establish incident, problem, and change management procedures
• Develop and maintain documentation standards
• Create and maintain operational policies and procedures

Required Qualifications

• Minimum 8 years of IT experience with 3 years in a leadership role
• Demonstrated experience in building and maturing IT operations
• Enterprise infrastructure management experience including:

• Cloud platforms (AWS, Azure)
• Virtualization (VMware, Hyper-V)
• Security solutions (e.g., Sentinel One)
• Backup solutions (e.g., Veeam)
• Network security (e.g., Fortigate)
• Windows Server and Desktop environments

• Experience implementing IT service management frameworks
• Strong understanding of enterprise security frameworks and practices

Key Competencies

• Strategic thinking and planning
• Team building and leadership
• Change management and organizational development
• Stakeholder management and communication
• Problem-solving and decision-making
• Vendor and service provider management
• Risk assessment and management

Additional Skills

• Experience working in growing/transforming organizations
• Strong project and program management capabilities
• Ability to operate effectively in dynamic environments
• Experience managing distributed teams