Director of IT Operations and Support Services - TJ / 1917358

Our client, MCB, is seeking a Director of IT Operations and Support Services based in Lahore. This senior leadership role is pivotal in providing strategic direction and governance for all IT operations across the bank. The position focuses on ensuring the availability, resilience, and optimal performance of mission-critical technology services within the financial sector. The ideal candidate will have extensive experience in banking systems or financial services technology environments and will lead a large IT operations team to deliver seamless and reliable IT services.

The Director will oversee the coordination of IT service management processes, risk mitigation efforts, and compliance with regulatory standards to minimize operational risks and ensure business continuity. This role involves managing multiple teams and directing technology operations, including infrastructure management, service desk and end-user support, and vendor relationships. Strong leadership in incident, problem, and change management processes is essential to maintain consistent and dependable service delivery. Additionally, the role champions continuous improvement, operational excellence, and robust disaster recovery and business continuity planning. Effective budget management and regulatory compliance oversight are critical to align IT resources with business goals and industry governance requirements.

Key Responsibilities

- Provide strategic leadership and governance for all IT operations across the bank, ensuring the availability and performance of technology services critical to business functions.
- Oversee IT service management activities including service desk operations, incident, problem, and change management to maintain high service quality and minimize downtime.
- Continuously monitor and manage data centers, networks, and systems to deliver reliable and secure IT services aligned with operational objectives.
- Develop and enforce technology governance frameworks and ensure adherence to regulatory compliance within IT operations in the financial sector.
- Manage vendor relationships and contracts, including procurement and performance monitoring, to optimize IT service delivery and cost efficiency.
- Drive business continuity and disaster recovery planning, regularly testing and updating plans to safeguard critical banking operations against disruptions.
- Manage IT budgets, resource allocation, and operational expenditures to align financial planning with departmental priorities and business objectives.
- Implement and monitor service level management processes to track and improve IT service performance against agreed standards and expectations.
- Identify operational risks and implement mitigation strategies to enhance resilience and reduce vulnerability in banking technology services.
- Champion continuous improvement initiatives targeting operational efficiency, service quality, and innovation within IT operations.
- Collaborate with stakeholders across the bank to integrate IT operational strategies with broader business goals and regulatory requirements.

Required Qualifications

- Extensive experience in IT operations within banking or financial services technology environments.
- Proven leadership skills managing large teams and complex IT service delivery functions.
- Strong knowledge of IT service management frameworks, including incident, problem, and change management.
- Expertise in infrastructure management, service desk operations, and vendor management.
- Demonstrated ability to develop and enforce technology governance and ensure regulatory compliance.
- Experience in business continuity, disaster recovery planning, and risk mitigation strategies.
- Competence in managing IT budgets and aligning financial resources with strategic objectives.

Preferred Qualifications and Benefits

While specific benefits are not detailed, candidates with a track record of driving operational excellence, continuous improvement, and innovation in IT operations will be highly regarded. Experience working in a highly regulated financial environment and the ability to collaborate effectively with diverse stakeholders across the organization will be advantageous.

This role offers the opportunity to lead critical IT operations at a major financial institution, shaping the technology landscape to support business growth and resilience.