Head Operations & Services [10 / 11 / 2025]

the organization’s technology needs are consistently met.

• Evaluate and implement new technologies and systems to improve IT infrastructure and support the organization's business goals.
• Lead and mentor a team of IT professionals, providing guidance and support to help them achieve their goals and objectives.
• Build and scale the team to the desired level of expertise, ensuring a high level of competency and readiness.
• Manage IT budgeting and oversee asset and license management to ensure the team is well-equipped and aligned with organizational goals.
• Ensure effective inventory management and coordinate Annual Maintenance Contracts (AMCs) for all products to guarantee end-to-end support.
• Work closely with Enterprise and Information Security teams, including handling ISMS, DC Audits, and ensuring regulatory and compliance adherence as per industry standards.
• Manage internal and external audits, providing administration and support for audit requirements, including evidence collection and observation closures.
• Create audit reports and presentations, ensuring transparency and compliance with industry standards and company regulations.
• Analyze internal and third-party processes to create strategies for service delivery optimization, ensuring outstanding service delivery.
• Monitor and manage the end-to-end delivery of IT services, ensuring systems, procedures, and methodologies support outstanding service delivery.
• Provide accurate and regular reports to management on the performance of service delivery, identifying areas for improvement.
• Continuously improve the technical service model and strategy, taking ownership of service delivery performance and driving future demand.
• Identify potential redundant services, infrastructure, and tools that can be consolidated to streamline IT operations.
• Serve as an escalation point for internal and external stakeholders within IT, and business teams, ensuring effective communication and resolution of issues.
• Provide technical guidance to L1 and L2 teams, ensuring they are well-supported and capable of handling their responsibilities.
• Schedule and conduct monthly reviews with customers to assess service performance, gather feedback, and discuss ongoing or upcoming projects.
• Actively monitor and manage customer satisfaction scores, implementing corrective actions and service improvement plans as needed.
• Ensure that all customer Purchase Orders (POs) are accurately documented and that monthly billings in line with the agreed-upon terms and conditions.
• Organize and lead weekly meetings with the IT Operations Team and support functions to review ongoing activities and track progress on key initiatives.
• Oversee the timely replacement of IT personnel in the event of resignations, transfers, or other departures, ensuring minimal impact on IT service delivery and operations.
• Identify opportunities to streamline and enhance operational processes within the IT department, with a focus on improving efficiency, reducing costs, and enhancing service quality.
• Regularly review key performance indicators (KPIs) related to IT operations, service delivery, and customer satisfaction, taking proactive steps to address any areas that fall short of targets.
• Serve as the primary point of contact or customer escalations, ensuring that any

issues are addressed promptly and to the customer’s satisfaction.

• Ensure that all IT services provided are in compliance with customer contracts, service level agreements (SLAs), and other legal and regulatory requirements.