Senior Technical Manager

Requirements:

• Tertiary qualification (compulsory).
• Minimum of 10 years' experience in a senior management role within the security, telecommunications, maintenance, or copier industries.
• Proven experience managing teams of 30 or more employees.
• Demonstrated success in service delivery, revenue generation, profitability management, and achieving operational targets.
• Strong knowledge of CRM systems, Microsoft Excel, SAP or equivalent business systems.
• Experience with job costing, maintenance scheduling software, and business intelligence tools.
• Strong commercial acumen with experience in cost control, budgeting, and gross profit management.
• Excellent leadership, coaching, mentoring, and people development skills.
• Strong project management and operational planning abilities.
• Strategic mindset with excellent analytical and critical thinking skills.
• Technology and AI proficiency with the ability to leverage automation and digital platforms to improve operational performance.
• Excellent customer relationship management and communication skills.
• Valid South African driver's licence.
• Willingness to travel throughout the Atlas operational footprint.

Responsibilities:

Workforce Leadership and Management

• Lead and manage a workforce of more than 30 technical employees, including technicians, controllers, dispatch staff, and administrators.
• Provide strong leadership, direction, coaching, and mentorship to technical teams.
• Develop structured training programmes and succession plans.
• Foster a culture of accountability, resilience, customer service, and continuous improvement.
• Manage employee performance, conduct disciplinary processes, and address underperformance in accordance with company policies.
• Build and develop future technical leaders within the organisation.

Operational Management

• Oversee daily technician scheduling, dispatching, productivity, work quality, overtime, vehicle utilisation, and coverage.
• Ensure service calls are logged, prioritised, allocated, dispatched, monitored, and escalated appropriately.
• Drive first-time fix resolutions and reduce repeat call-outs, QA failures, and go-backs.
• Manage incident reporting, including IODs, claims, damages, and ARC-related matters.
• Optimise technician allocation according to skill level.
• Improve operational efficiencies through automation, CRM systems, business intelligence tools, and service data analysis.
• Maintain operational risk management, business continuity, and escalation processes.
• Monitor SLA performance and reduce turnaround times for service delivery.

Financial and Commercial Management

• Take ownership of monthly service gross profit performance.
• Manage operational costs, including labour, overtime, fuel, fleet expenses, equipment, and staffing.
• Support budgeting, forecasting, and operational cost reviews.
• Identify loss-making contracts and high-maintenance clients, implementing corrective action plans.
• Ensure profitable service delivery while maintaining quality standards.
• Manage fleet operations, vehicle compliance, and company branding standards.

Technical Strategy and Innovation

• Develop and implement long-term technical and service strategies.
• Translate strategic objectives into operational execution plans.
• Identify operational risks and future opportunities.
• Drive continuous improvement initiatives across the technical division.
• Champion technology adoption, AI-driven processes, automation, and digital transformation.
• Improve service delivery through innovation and process optimisation.

Customer Experience and Account Support

• Build and maintain strong client relationships.
• Support sales and account management teams with technical contract reviews.
• Resolve service escalations effectively.
• Improve customer satisfaction and reduce preventable complaints.
• Reduce client cancellations through exceptional service delivery.
• Ensure consistent compliance with customer service standards.

Reporting and Performance Management

• Produce accurate operational reports with actionable insights.
• Monitor technician productivity and service performance.
• Track KPI achievement across all technical divisions.
• Improve SLA compliance and ageing call performance.
• Measure and report on financial and operational performance against targets.

Key Competencies

• Strategic leadership.
• Commercial and financial acumen.
• Operational excellence.
• Technology and AI literacy.
• Strong decision-making abilities.
• Project management.
• Customer-focused mindset.
• Excellent communication and interpersonal skills.
• Adaptability and resilience.
• Strong problem-solving and analytical skills.
• Leadership and people development.
• Results-driven approach.
• Continuous improvement mindset.

Success Measures

• Achievement of operational and financial targets.
• Increased technician productivity.
• Reduced repeat service calls and QA failures.
• Improved SLA compliance.
• Faster response and resolution times.
• Improved gross profit and cost management.
• Higher customer satisfaction ratings.
• Reduced customer complaints and cancellations.
• Successful implementation of succession planning and employee development initiatives.
• Consistent reporting with measurable operational improvements.