Information TechnologyFull-TimeSenior-level(6+ yrs)
Job Description
Reporting to the Group Director, Business Excellence, the Head of Technology Reliability oversees enterprise-wide operational service delivery. This leadership role is responsible for ensuring the stability, performance, and reliability of the organization's technology ecosystem, managing everything from incident response to long-term disaster recovery planning.
Key Responsibilities
Enterprise Service Operations Ownership: Lead the end-to-end operational service delivery across the enterprise.
Incident Management Leadership: Oversee the response and resolution of major technology incidents to minimize business impact.
Release & Change Management Governance: Implement and maintain frameworks for managing software releases and system changes safely.
Service Desk & 1st-Level Support Oversight: Direct the operations of the service desk to ensure high-quality initial technical support.
Monitoring & Service Availability: Manage comprehensive system monitoring to ensure maximum service uptime.
Disaster Recovery & Business Continuity: Lead the design and execution of IT disaster recovery and business continuity plans.
Service Performance & Reporting: Analyze and report on key performance indicators (KPIs) related to technology service reliability.
Service Transition Governance: Oversee the smooth transition of new technology solutions from the build phase to the operational run phase.
Risk Alignment: Ensure technology operations are aligned with the Enterprise Risk Management (ERM) framework.
Team Leadership: Mentor and develop a high-performance team, fostering talent within the technology department.
Requirements
Qualifications
Education: Master’s degree in ICT or a relevant field.
Experience: 10 – 12 years of professional experience, specifically at a leadership level within technology operations or reliability.
Certifications: Relevant professional certifications in Digital Transformation, Technology Leadership, Project Management, and Service Operations (e.g., ITIL, PMP).
Key Competencies
Strategic and design thinking capabilities.
Strong stakeholder engagement, collaboration, and vendor/partner management skills.
A customer-centric mindset with a focus on business process re-engineering.
High levels of technology fluency and data literacy.
Awareness of cybersecurity standards and compliance requirements.
Excellent communication and presentation skills.
Financial acumen and experience in business case development.
