Head of IT Operations & Service Management

About the role

Reporting to the Chief Information Officer (CIO), the Head of IT Operations & Service Management is accountable for the availability, security, resilience, performance and operational effectiveness of the Bank's technology environment. The role drives service excellence, regulatory compliance, audit remediation and the delivery of technology initiatives, coordinates technology teams, service providers, projects and business stakeholders, and strengthens operational governance, service delivery, risk management and accountability.

Key responsibilities

• Oversee internal technology teams, outsourced service providers and partners for service availability, resilience, security and effectiveness
• Ensure technology services meet agreed service levels and business expectations
• Oversee infrastructure lifecycle management, capacity planning, maintenance and technology refresh
• Drive operational efficiency through process optimisation, automation and standardisation
• Oversee security operations, vulnerability management, endpoint security and cybersecurity incident response
• Oversee Business Continuity, Disaster Recovery and Operational Resilience testing and readiness
• Collaborate with IT Governance, Risk & Compliance teams and oversee audit, regulatory and risk finding remediation
• Manage vendor and outsourcing relationships, monitor vendor performance and govern outsourced services
• Represent IT Operations in strategic initiatives and regulatory engagements

Required profile

• Master's degree in Information Technology, Business Administration (MBA), Project Management, Technology Management or a related field
• Minimum 10 years of experience in IT operations, infrastructure, security, service delivery or related fields, with proven leadership of an IT infrastructure team
• Experience managing infrastructure, networks, end-user computing, service desk, cybersecurity operations or service delivery functions
• Experience managing third-party service providers, vendors and operational support contracts
• Experience supporting audit, risk, compliance, regulatory and remediation activities
• Experience delivering infrastructure upgrades, operational improvements and transformation initiatives
• Experience presenting to senior management, boards and board committees
• Must meet Bank of Mauritius Fit and Proper Person requirements

Required skills

• Professional certifications such as ITIL 4, PMP, PRINCE2 Practitioner, COBIT, CRISC, CISM, CISSP or ISO 22301
• Strong stakeholder management and leadership experience