Purpose

• Join Shoprite Group as a Network Operations Manager based in Brackenfell, Cape Town, Western Cape, leading end-to-end network service delivery across retail operations.
• The Network Operations Manager is accountable for end-to-end network service delivery, including people, process, performance, and vendor management, to ensure a stable, scalable, and resilient connectivity environment.
• The role leads the delivery of high-availability network services across retail operations, ensuring that stores remain fully operational and customer transactions are uninterrupted.
• Operating as the bridge between technical infrastructure and business operations, the role translates complex network challenges into clear business outcomes, driving operational resilience, proactive optimisation, and continuous service improvement.
• This role offers the opportunity to shape network strategy, enhance service delivery, and impact business continuity within South Africa's leading retailer.

Requirements

• IT related field Qualification (essential)
• ITIL or equivalent certification (preferred)
• +6 years’ experience in IT Service Management within a retail stores or multi-site branch environment, supporting store operations systems, connectivity, and in-store technology. (essential)
• Of which 2 years experience in people management (essential)
• Experience in managing suppliers, contracts and service levels (essential)
• Strong technical expertise in VeloCloud, WAN, LAN, Wi-Fi,  and telephony environments (essential)
• Experience in managing suppliers, contracts and service levels (essential)

Responsibilities

Network Operations & Service Delivery

• Lead the day-to-day network operations environment, ensuring high availability across platforms.
• Ensure continuous uptime and performance of store and enterprise connectivity services.
• Oversee service request management, monitoring, and performance tracking against defined SLAs.
• Ensure all network environments support uninterrupted retail trading and operations.

Incident Management & Operational Resilience

• Drive the incident and problem management function, ensuring rapid response to critical outages.
• Reduce Mean Time to Repair through structured escalation, root cause analysis, and corrective actions.
• Establish proactive monitoring, predictive analytics, and alerting capabilities to prevent incidents.
• Implement resilience measures including failover, redundancy, and continuity solutions.

Vendor, SLA & Contract Management

• Manage ISPs, OEMs, and service providers, ensuring delivery against contractual and SLA commitments.
• Conduct regular SLA reviews, vendor performance assessments, and governance forums.
• Enforce service credits, penalties, and performance improvements where required.
• Collaborate with vendors on solution design, optimisation, and network innovation initiatives.

Stakeholder Engagement & Business Alignment

• Act as the primary interface between technical teams and business stakeholders.
• Translate network performance into business impact.
• Provide clear communication on network health, risks, and improvement plans.
• Build strong relationships to enable aligned service delivery and decision-making.

Project Delivery & Network Rollouts

• Lead and support network provisioning for new stores, closures, and upgrades.
• Participate in projects from concept through to implementation, ensuring delivery within timelines and risk constraints.
• Act as a single point of accountability for network deliverables within projects.
• Ensure smooth execution of change management and CAB processes.

Continuous Improvement & Innovation

• Analyse network trends, usage patterns, and incident data to identify optimisation opportunities.
• Drive automation, efficiency improvements, and proactive service enhancements.
• Evaluate and implement new technologies (e.g. SD-WAN, improved Wi-Fi, IoT readiness).
• Transition operations from reactive support to proactive network management.

Leadership & Team Management

• Lead and develop a team of network engineers and specialists, driving performance and accountability.
• Improve team productivity through clear processes, tooling, and performance metrics.
• Foster a culture of operational excellence, responsiveness, and innovation.
• Align internal teams and external partners to achieve service delivery objectives.

Governance, Financial & Risk Management

• Manage network budgets, forecasting, and cost optimisation initiatives.
• Ensure adherence to IT governance, CAB processes, and compliance standards.
• Collaborate with Security and Continuity teams to mitigate risks and vulnerabilities.
• Ensure governance frameworks support efficient and responsive service delivery.

Additional Information

• If you don’t hear from us within 14 days, please consider your application unsuccessful.
• Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.

Ref No

• SHO260625-3