Hot Jobs at Nexio

ROLE PURPOSE

• The Portfolio Manager: Service Management leads the delivery and continuous improvement of managed services, ensuring effective service delivery, operational efficiency, high-quality service, and adherence to SLAs and KPIs.
• This role provides strategic direction, departmental oversight, and leadership, aligned with organizational objectives, to the Service Management team.

ROLE REQUIREMENT

• Ensure alignment of service operations with organizational strategy, client requirements, and industry best practices.
• Implement and maintain governance frameworks, policies, and operational processes for consistent service delivery.
• Lead, manage, and develop the Service Management team, including recruitment, onboarding, coaching, performance management, leave approvals, and succession planning.
• Oversee financial planning, budgeting, and resource allocation for service operations.
• Monitor, review, and report on service delivery performance, including incident resolution, service requests, and change management activities.
• Ensure all managed services meet SLA obligations, operational standards, and customer expectations.
• Prepare and present management and client-facing reports, dashboards, and performance reviews.
• Identify service risks, gaps, and improvement opportunities, implementing corrective and proactive solutions.
• Drive continuous improvement initiatives, process optimisation, and service innovation.
• Support change management initiatives, ensuring smooth adoption of new processes, tools, and standards.
• Collaborate across PMO, CSOC, and other business units to ensure seamless service delivery and cross-functional support.
• Act as escalation point for critical incidents, service disruptions, or client concerns, ensuring resolution and post-incident review.

Key Performance Indicators (KPIs):

• Aligning tactical and operational priorities to address resource and operational challenges
• Accountable for ensuring appropriately skilled resources through mapping key outputs, facilitating the assessment of team skills, identification of training needs, and implementing programs to enhance performance.
• Accountable for setting clear business-related targets for service levels and ensure delivery of services can be properly assessed, monitored and managed against the targets
• Accountable for the alignment of the practices and services with changing needs, through ongoing improvement, to ensure efficient and effective management of products and services
• Responsible for customer retention by ensuring customer satisfaction, maintaining strong relationships, and improving the overall service experience
• Evaluate risk and participate in quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits for MSOC
• Support strategic planning for service operations, including capacity planning, workforce optimization, and service roadmap development.
• SLA and KPI compliance rates for service delivery.
• Customer satisfaction and service quality metrics.
• Team performance, engagement, and retention.
• Accuracy, timeliness, and insightfulness of reporting.
• Successful implementation of process improvements and operational initiatives.

Qualifications and Experience

Qualifications:

• Bachelor’s degree in business administration, IT, Information Systems, or related field.
• IT service management certifications (e.g., ITIL, COBIT) preferred.
• Additional certifications in leadership or operational management advantageous.

Required Experience:

• 8+ years in IT service management, operations management, or related field.
• Proven experience leading and managing medium-sized teams (20–50 staff), including coaching, performance management, and succession planning.
• Strong experience in SLA/KPI monitoring, service delivery, and incident/change management.
• Experience in financial management, budgeting, and resource allocation in a service environment.
• Demonstrated ability to engage with clients and stakeholders at multiple levels, including executive reporting.
• Track record of driving service improvement initiatives, process optimization, and operational excellence
   

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ROLE PURPOSE

• The Portfolio Manager: CSOC provides strategic and operational leadership for the Central Service Operations Centre, ensuring effective service delivery, operational efficiency, and adherence to SLAs and KPIs.
• This role is responsible for functional oversight, workforce management, and the continuous improvement of operational processes to support organizational objectives.

ROLE REQUIREMENT

• Develop and maintain operational policies, procedures, and governance frameworks to ensure consistency, compliance, and efficiency.
• Lead, motivate, and manage the CSOC team, including recruitment, onboarding, coaching, performance management, leave approvals, and succession planning.
• Manage financial planning, budgeting, and resource allocation for CSOC operations.
• Ensure operational excellence in monitoring, managing, and optimising day-to-day service operations.
• Monitor and enforce SLA and KPI compliance for all CSOC services and operational activities.
• Prepare detailed operational and executive reports, including trend analysis, performance metrics, and workforce productivity insights.
• Identify operational risks, bottlenecks, and improvement opportunities, implementing corrective and preventive actions.
• Aligning tactical and operational priorities to address resource and operational challenges
• Accountable for ensuring appropriately skilled resources through mapping key outputs, facilitating the assessment of team skills, identification of training needs, and implementing programs to enhance performance.
• Accountable for setting clear business-related targets for service levels and ensure delivery of services can be properly assessed, monitored and managed against the targets
• Accountable for the alignment of the practices and services with changing needs, through ongoing improvement, to ensure efficient and effective management of products and services
• Responsible for customer retention by ensuring customer satisfaction, maintaining strong relationships, and improving the overall service experience
• Evaluate risk and participate in quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits for MSOC
• Support strategic planning for service operations, including capacity planning, workforce optimization, and service roadmap development.
• SLA and KPI compliance rates for service delivery.
• Customer satisfaction and service quality metrics.
• Team performance, engagement, and retention.
• Accuracy, timeliness, and insightfulness of reporting.

Key Performance Indicators (KPIs):

• Act as a point of escalation for high-priority operational issues, ensuring timely resolution and post-incident review.
• Collaborate with internal stakeholders across PMO, Service Management, and other business units to ensure seamless operations and reporting.
• Support change management initiatives, ensuring smooth adoption of new processes, tools, and standards.
• Drive continuous improvement initiatives, including process optimisation, automation, and adoption of best practices.
• Successful implementation of process improvements and operational initiatives.

Qualifications and Experience

Qualifications:

• Bachelor’s degree in business administration, Operations Management, Information Systems, or related field.
• Professional certifications in service management, operations, or project management (e.g., ITIL, PMP, Lean Six Sigma) advantageous.
• Additional leadership or management development training preferred.

Required Experience:

• 8+ years in service operations, contact center, or large-scale operational management.
• Proven experience managing large teams, including performance management, coaching, succession planning, and workforce optimisation.
• Strong experience in SLA/KPI monitoring, operational reporting, and performance improvement.
• Experience in governance, compliance, and operational risk management in service delivery environments.
• Demonstrated ability to prepare and present executive-level reports, dashboards, and insights.
• Track record of implementing continuous improvement initiatives, process optimization, and operational excellence programs.

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ROLE PURPOSE

• The Portfolio Manager: PMO provides strategic and operational leadership for the Project Management Office, ensuring the successful delivery of programs and projects aligned with organizational objectives. 
• This role oversees departmental operations, resource allocation, and governance while driving continuous improvement and adherence to SLAs and KPIs.

ROLE REQUIREMENT

• Lead strategic planning for the PMO, aligning portfolio delivery with organisational goals and client expectations.
• Implement and maintain governance frameworks, processes, and policies to ensure compliance with organisational standards.
• Lead and manage the PMO team, including hiring, onboarding, coaching, performance management, succession planning, and professional development.
• Oversee the financial management of projects, including budgeting, forecasting, and reporting on expenditure vs. plan.
• Ensure all projects adhere to agreed timelines, budgets, and quality standards.
• Monitor project performance against KPIs and agreed deliverables, allocating and managing resources across projects to ensure capacity, skills, and workload balance.
• Provide accurate, timely, and actionable reporting to internal and external stakeholders, including dashboards, risk registers, and progress updates.
• Identify risks and issues across the portfolio and implement mitigation strategies, including escalation to senior leadership as required.
• Champion continuous improvement initiatives, driving process optimisation, automation, and lessons-learned sessions.
• Support change management initiatives, ensuring smooth adoption of new processes, tools, and standards.
• Facilitate cross-functional collaboration between PMO, CSOC, Service Management, and other business units.
• Allocate and manage resources across projects to ensure capacity, skills, and workload balance.

Key Performance Indicators (KPIs):

• Aligning tactical and operational priorities to address resource and operational challenges
• Accountable for ensuring appropriately skilled resources through mapping key outputs, facilitating the assessment of team skills, identification of training needs, and implementing programs to enhance performance.
• Accountable for setting clear business related targets for service levels and ensure delivery of services can be properly assessed, monitored and managed against the targets
• Accountable for the alignment of the practices and services with changing needs, through ongoing improvement, to ensure efficient and effective management of products and services
• Responsible for customer retention by ensuring customer satisfaction, maintaining strong relationships, and improving the overall service experience
• Evaluate risk and participate in quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits for MSOC
• Support strategic planning for CSOC operations, including capacity planning, workforce optimization, and service roadmap development.
• Project compliance rates aligned to time and budget.
• Team productivity, engagement, and retention metrics.
• Accuracy, timeliness, and insightfulness of project and management reporting.
• Successful implementation of continuous improvement initiatives.

Qualifications and Experience

Qualifications:

• Bachelor’s degree in Business Administration, Project Management, Information Technology, or related field.
• Project Management certification (e.g., PMP, PRINCE2, or equivalent and ITIL) preferred.
• Professional development in leadership, portfolio management, or program governance is advantageous.

Required Experience:

• 8+ years in project/program/portfolio management within a corporate or technology environment.
• Proven experience leading and managing teams, including performance management, coaching, and succession planning.
• Strong experience with portfolio governance, financial management, and programme management.
• Demonstrated ability to manage multiple projects simultaneously with strong planning and organisational skills.
• Experience in reporting to senior management and interfacing internal and external stakeholders.
• Track record of implementing process improvements, change management initiatives, and operational excellence programs.

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ROLE PURPOSE

• The incumbent is responsible for the overall financial function and fiscal health of the organisation. This includes determining financial strategy, establishing financial and dividend policies, and coordinating all aspects of the financial function. The role directs activities related to the security and investment of the organisation’s assets and funds, ensuring that all financial transactions, policies, and procedures align with both short- and long-term objectives as well as regulatory requirements.
• Key responsibilities include developing, implementing, and maintaining financial plans and policies to ensure effective financial management. The role establishes fiscal controls, prepares financial reports, maintains relationships with investment and banking communities, advises management on financial affairs, and supports long-range planning.
• Additionally, the role manages, leads, and guides the organisation through dynamic regulatory environments, delivering all financial elements of the Nexio strategy. This is achieved through the development of accurate 3–5-year long-range plans and effective business planning.
• The incumbent is also responsible for establishing a comprehensive risk management framework, including the development of risk and legal management strategies, structures, processes, and culture. This includes making recommendations for proactive risk management decisions, implementing risk management techniques, and ensuring robust risk reporting to top management, public disclosure, and regulatory bodies.

ROLE REQUIREMENT

• Responsible for financial strategy and reporting as a board member.
• Influencing board members, investors, and executive peers
• Primarily involved in the development, evolution and approval of the long-term vision across the Finance and Commercial functions
• Most senior level within a major Function/s for a business unit 
• Sets functional strategy and significantly influences business unit strategy;
• Account to FRRC – Annual Financial Statements
• Account to FRRC – Dividends
• 2IC to the CEO
• Business Partner to Exco
• Working closely with other departments to drive integrated strategies.
• Building trust and alignment across the leadership team.
• Provides leadership to managers and/or professional staff
• Provides technical guidance to employees

Financial Outlook

• Management Accounts
• Budgeting and long-range plans
• Cash conversion cycle management
• Balance Sheet – overs & unders
• Products development business cases sign-off
• M&A due diligence
• Bids oversight and approval
• Opex; headcount & capex executive approvals
• Taxation compliance
• Lead commercial negotiations – customers, supplier, partners
• Has accountability for the performance and results of the function
• Develops departmental plans and sets priorities
• Controls resources and policy formation in area of responsibility
• Adapts departmental plans and priorities to address resource and operational challenges
• Manages transformation – BBBEE strategy formulation and implementation
• Prepare official reports on a monthly and annual basis
• Ensures the timely submission of month-end financial and operational reviews, contributes to the development of and participation in corporate-wide strategic planning efforts.
• Oversee, review, and adhere to the budgets for each business department
• Assist in company-wide budgetary planning
• Ensure that all the company's financial practices are in line in statutory regulations and legislation
• Analyse the financial climate and market trends to assist senior executives in creating strategic plans for the future
• Interpret complex financial information and provide updates and information as needed
• Monitor cash flow, accounts, and other financial transactions
• Manage the finance department employees in the facilitation of day-to-day operations, including tracking financial data, invoicing, payroll, etc.
• Seek out methods and practices to minimise financial risk
• Contract auditing services to ensure financial monitoring is up to date
• Create and maintain relationships with service providers and contractors, including banking institutions and accountants
• Update and implement financial policies and procedures

Risk & Statutory

• Chief Risk Officer
• Internal controls designs
• Account to FFRC – Going Concern and Solvency & Liquidity
• Chair – Nexio Pension Fund (Company member)
• Custodian of the Delegation of Authority (DOA)
• Approval of commercial contracts
• Approval of third-party onboarding
• Data Governance custodian
• Internal audits oversight
• Business continuity plans
• Ethics oversight
• External Auditors executive relations
• External Attorneys executive relationship management
• Bankers’ relationship management
• Insurers relationship management
• ERP Vendors executive relations
• Chair Cyber Security SteerCo

TECHNICAL / PROFESSIONAL COMPETENCIES

• Financial leadership experience, including development for the continuous evaluation of short and long- term strategic financial objectives and operating procedures and managing with Integrity to drive business performance
• Experience in working with board of director level executives, deep understanding and experience in Strategy development process, Corporate Governance as well as sound business planning skills
• Ability to provide hands-on functional management for all strategic and day-to-day operational activities related to accounting and finance, including, but not limited to accounting, finance, budgeting, forecasting, reporting, financial analysis, audit, management of funds and cash flow, pricing, contracts, tax, and direct oversight of audit function
• Experience in the finance and accounting function of the organization
• Experience in pricing negotiations with Vendors on major deals.
• Commercial and Risk Management experience
• Experience in business development, and deal making experience will be an added advantage
• Strong understanding of corporate finance and experience in mergers and acquisitions will be an added advantage

KEY COMPETENCIES / PERFORMANCE DRIVERS

• Strategic financial organizational strategies – contributing financial and accounting information analysis and recommendations to strategic thinking and direction, establishing functional objectives in line with organizational objectives. Reshapes organizational capability early to reflect strategy Matches structure, operating model, processes and capability to the commercial needs of the market.
• Profit, revenue and cash; dealmaker – ability to understand and drive all P&L levers / resources in a complimentary manner and manage trade-offs
• Willing to invest short-term on financials for long-term interest. Invests understanding on what levels Nexio can differentiate itself and corrals the organisation energy to this
• Anticipates the impact of external trends to shape positions, investments and business development
• Combines business instinct with an analytical, data driven focus
• Operational experience - leads strategically but understands the commercial, customer and people detail.
• Creates space to shape the long-term whilst maintaining short-term delivery
• Can easily switch from helicopter view to detail
• Willing to drive operational intensity by drilling into the detail
• Understands business operations in a detailed way
• Personal impact & leads with integrity, with emotional intelligence.
• Has personal presence, stature & interpersonal skills to engage internal & external stakeholders

QUALIFICATIONS & EXPERIENCE

• CA (SA) essential.
• Minimum of 10 years’ relevant experience with not less than 5 years in a senior financial management position. 3 years’ experience in a technology environment dealing with industry specific accounting issues highly desirable.