Operations Manager: Commercial (Service Delivery) at Fidelity Services Group

Overall Purpose of the Job:

• The incumbent will provide general management and guidance for the Commercial business in all verticals. The role encompasses responsibility for service delivery, Contract management with Service Level Agreements, relationship management on key clients and the rest of the Commercial customer base.

The incumbent is specifically tasked to achieve:

• Revenue Targets
• Cost Management for the Services Business Unit
• Service Delivery KPI
• Service Level Agreement and Penalties
• In addition, the incumbent plays a pivotal role in sales and technical efficiency and effectiveness in managing the Commercial business. The execution of strategy is critical to this role.

Main duties & Responsibilities:

• Achieve targets as per Budget
• Regional and National P&L Responsibility over Business Verticals
• Achieve targeted growth
• Achieving targeted OI contribution
• Implementation of strategy
• Critical role in developing and maintaining strong relationships
• Staff, Training and Building of Strong Teams to support according to Service Level Agreements
• Minimise cost on Travelling and related costs while maintaining Service Level Agreements
• Matrix role-player – in conjunction with all role players
• Drives efficiency and effectiveness by managing Commercial Services Team:
• Of technical teams
• Technical Coordinators and administration
• Stock management
• Asset Management where required
• Play an active role in escalated customer complaint resolution

Minimum qualifications and experience:

• University (Degree) – minimum requirement.
• Technical Experience with Security Technology
• 5 years functional + 5 years managerial
• Solid Operational and Team development skills
• Solid Business development experience
• Results oriented with demonstrated performance in keeping and delivering commitments.
• Strong customer focus
• Effective oral and written communicator
• Proven high level comprehension of business processes, business finance
• Strong business and financial acumen through demonstrated knowledge and ability to display the linkage between inputs and desired business results.
• Objective, open-minded and an “out-of-the-box” thinker.  

Behavioural Competencies and skills required:

• Business acumen
• Interpersonal skills
• Presentation and communication skills
• Negotiation skills
• Managerial courage
• Results driven

Interpersonal Skills:

• Good communication skills
• Verbal and written
• Conflict management
• Strong negotiation skills
• Maintaining effective teams
• Customer focus and focus on continuous improvement
• Empowerment mindset with team members

Deadline:29th August,2025