Head of Technology Services

About the role

The Head of Technology Services is responsible for leading the country‑wide technology operations, ensuring stable, secure and efficient delivery of all IT services. This senior position reports to senior leadership and drives the strategic alignment of technology with business objectives.

Key responsibilities

• Provide overall leadership and accountability for Country Technology Services, overseeing day‑to‑day operations.
• Establish and maintain operating models, processes, controls and governance frameworks for technology services.
• Ensure high availability, reliability and performance of critical infrastructure, applications, networks, systems and end‑user services.
• Manage the IT service desk/help desk, guaranteeing incident and request resolution within agreed service levels.
• Monitor service performance using KPIs, KRIs and SLAs and drive corrective actions when targets are missed.
• Lead resolution of major incidents, including escalation management and root‑cause analysis.
• Develop and maintain operational procedures, technical standards, service catalogues and documentation.
• Drive automation and process improvements to increase efficiency and reliability.
• Translate business strategies into technology roadmaps covering infrastructure, cloud, cybersecurity, networks and emerging technologies.
• Oversee technology change management and ensure smooth transition of projects to business‑as‑usual operations.
• Participate in budgeting and evaluate emerging technologies for business value and risk.

Required profile

• Proven experience leading large‑scale technology service organisations.
• Strong understanding of IT service management, governance and operational excellence.
• Ability to work with senior business stakeholders and translate strategic goals into actionable technology plans.

Required skills

• Leadership and people management.
• IT service management frameworks (e.g., ITIL).
• Knowledge of infrastructure, cloud, cybersecurity, networking and application support.