Group Head: IT Operations, Infrastructure and Service Delivery

To provide strategic leadership and direction for the organisation’s IT Operations, Infrastructure and Service Delivery function by defining, developing, and executing a robust, secure, and scalable technology strategy aligned to global business objectives. The role is accountable for ensuring the reliability, performance, and continuous improvement of IT services, while driving innovation, operational excellence, and return on investment across all IT infrastructure initiatives. This position ensures that IT systems, service management frameworks, and infrastructure capabilities are optimised to support business growth, resilience, and regulatory compliance across local and global operations.

Roles and Responsibilities

• Lead the strategic definition, creation and development of the overall IT Operations, Infrastructure and Service Delivery strategy
• Lead the identification, evaluation of new IT technologies that support the overall IT Operations, Infrastructure and Service Delivery strategy
• Lead, manage and ensure that IT systems within IT Operations, Infrastructure and Service Delivery are aligned with the business needs of the company across the global IT operations
• Manage and track the Return on investment (ROI) for I IT Operations, Infrastructure and Service Delivery and assess the financial benefits of related IT investments, ensuring that the organization is getting a good return on its IT infrastructure spending
• Collaborate with senior management and stakeholders to understand business requirements and translate them into IT Operations, Infrastructure and Service Delivery solutions
• Provide strategic guidance and roadmaps for technology investments and initiatives across local and global IT Operations, Infrastructure and Service Delivery
• Lead the secure management of IT Operations, Infrastructure and Service Delivery to ensure that the function is governed by security standards and compliant with all relevant regulations across locals and global operations
• Lead the design, development and implementation of the IT Operations, Infrastructure and Service Delivery frameworks and methodologies across local and global operations
• Establish and enforce architecture standards, guidelines, and best practices across IT Operations, Infrastructure and Service Delivery
• Develop and mature the ITSM processes ensuring their effectiveness, and proactively identify opportunities for continuous improvement of ITSM and all service-related business communications (ensuring high levels of professionalism)
• Ensure that the IT Service Desk support is delivered to the highest possible standard across all regions, as measured by excellent service levels
• Deliver qualitative and quantitative metrics of IT service performance which will help with IT issue identification, policy and decision making, and guide investment in service improvement
• Proactively identify and manage IT Incidents and work with various support teams to efficiently deliver a resolution, minimise impact, and ensure the speedy recovery of business operations
• Develop strategies for data protection, disaster recovery, and business continuity in line with the business imperatives and in line with the requirements across various global operations
• Lead the tracking and measurement of the number of IT Operations, Infrastructure and Service Delivery related security findings to ensure the effectiveness of the efforts in enabling a secure IT environment
• Lead the development and foster a culture of innovation and continuous improvement within the IT organization across IT Operations, Infrastructure and Service Delivery
• Mentor and coach Analysts and Specialists and other IT professionals across enterprise-wide IT organization.
• Manage and lead cross-functional teams in the IT Operations, Infrastructure and Service Delivery and ensure alignment to the strategic imperatives of the AECI local and global business priorities

Qualifications & Experience

• BSc Computer Science, Information Systems or related and/or relevant technology degree
• Postgraduate qualification and/or a Master’s degree in Business Administration (MBA) will be advantageous
• Must be ITIL certified
• 15 years’ experience in IT with a minimum of 8 years in the Head of IT Infrastructure and Operations role

Knowledge

• Global IT Operations Management across multiple regions, including exposure to diverse regulatory and compliance environments
• Large-scale digital transformation programmes, including cloud migration, automation, and modernisation initiatives
• Enterprise architecture exposure to ensure alignment between infrastructure, applications, and business strategy
• Vendor and contract management, including managing large outsourced service providers and strategic technology partners
• Financial management of IT portfolios, including budgeting, cost optimisation, and benefits realisation tracking
• Disaster recovery and business continuity planning in complex, multi-site environments
• Data centre and cloud infrastructure management (hybrid and multi-cloud environments such as Azure/AWS)
• Performance analytics and reporting, using data to drive service improvement and executive decision-making

Key Competencies

• Strategic Thinking and Vision
• Leadership and People Development
• Stakeholder Engagement and Influence
• Results Orientation and Accountability
• Governance, Risk and Compliance Awareness
• Innovation and Continuous Improvement

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