Senior Manager - Technical Strategy & Operations

About the role

This senior leadership position reports directly to the CEO and is responsible for driving technical strategy, operational excellence, and outstanding customer experience across the technical department. The role is hands‑on, focused on building a high‑performance culture, and ensuring efficient delivery of services.

Key responsibilities

• Lead, mentor and develop a team of technical professionals, fostering accountability and continuous improvement.
• Oversee day‑to‑day operations, resource planning, engineer utilisation, SLA compliance and incident management.
• Provide technical guidance on complex infrastructure and cybersecurity solutions, reviewing designs and enforcing best practices.
• Monitor operational metrics such as ticket backlog, resolution times, customer satisfaction and project delivery performance.
• Ensure accurate documentation, adherence to security policies, ISO 27001 standards and drive continual service improvement.

Required profile

• 8–10 years of experience in IT infrastructure, managed services or enterprise technology.
• At least 5 years in a leadership role managing technical teams.
• Strong commercial awareness, customer focus and ability to manage multiple priorities in a fast‑paced environment.
• Desirable experience in an IT Managed Services Provider (MSP) and ITIL certification.

Required skills

• Microsoft technologies (Windows Server, Azure, Office 365).
• Cloud platforms, networking, virtualization (VMware), storage and backup solutions.
• Cybersecurity fundamentals and related tools.
• ITIL knowledge or certification.
• Technical certifications such as Microsoft, VMware, Cisco, Fortinet, Sophos.
• Familiarity with ISO 27001 and service management best practices.