Head of IT and Operations

KEY RESPONSIBILITIES:

Strategic Leadership

• Develop and implement IT and operations strategies aligned with organizational

goals.

• Lead infrastructure upgrades, system integrations, and technology deployments.

• Identify and mitigate risks related to IT systems, cybersecurity, and operational

workflows.

• Drive digital transformation initiatives to support business growth.

Operational Management

• Oversee daily IT operations, including infrastructure maintenance, service

delivery, and technical support.

• Establish performance metrics to monitor service quality and efficiency.

• Coordinate with other departments to align operations with business needs.

Team Leadership and Development

• Recruit, train, and mentor IT and operations staff to build a high-performing

team.

• Define roles, set KPIs, and conduct regular performance reviews.

• Foster a culture of accountability and continuous improvement.

Technical Support and Customer Service

• Supervise support teams to ensure prompt resolution of technical issues.

• Enforce service level agreements (SLAs) and enhance customer satisfaction.

• Improve technical support processes and tools.

Project Management

• Plan, budget, and execute IT and operations projects effectively.

• Ensure projects are delivered on time, within scope, and on budget.

• Manage vendor relationships, negotiate contracts, and oversee third-party

service providers.

Compliance and Security

• Ensure compliance with relevant regulations, policies, and industry standards.

• Develop and maintain cybersecurity, data protection, and business continuity

protocols.

• Conduct audits and risk assessments to safeguard IT systems and operations.

QUALIFICATIONS AND EXPERIENCE:

• Education: Bachelor’s degree in Information Technology, Computer Science,

-A Master’s degree is an advantage.

-7 years of experience

• Preferred certifications include ITIL, PMP, CISSP, or COBIT.

• Proven experience in IT management, operations oversight, and

project delivery.