Head Operations & Services

Develop and implement comprehensive policies, procedures, and processes aimed at enhancing IT operations, with a focus on increasing efficiency and productivity.

Oversee the overall system and infrastructure availability, ensuring a resilient IT environment to minimize failures and downtime.

Handle the installation, configuration, and troubleshooting of various IT hardware, including servers, storage systems, and network devices.

Provide ITIL service disciplines, covering Incident, Problem, and Change Management to ensure seamless and efficient service delivery.

Maintain high performance levels for service-related processes, implementing improvement activities as necessary.

Take direct involvement in incidents or problems that cause service impact, acting as the escalation point for unresolved issues.

Manage relationships with technology vendors and service providers to ensure that

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.