Head IT Operations and Support Services

The Head IT Operations and Support at MCB is a senior leadership role responsible for providing strategic direction and governance for all IT operations across the bank. This position focuses on ensuring the availability, resilience, and optimal performance of mission-critical technology services within the financial sector. Located in Lahore, the role demands extensive experience in banking systems or financial services technology environments and involves leading a large team of IT Operations to deliver seamless IT services. The incumbent oversees the coordination of IT service management processes, risk mitigation efforts, and compliance with regulatory standards, ensuring that operational risks are minimized and business continuity objectives are met. In addition to leading and managing multiple teams, the Head IT Operations and Support directs technology operations including infrastructure management, service desk and end-user support, and vendor relationships. This role requires strong leadership in managing incident, problem, and change management processes to sustain reliable service delivery. The position also champions initiatives for continuous improvement, operational excellence, and robust disaster recovery and business continuity planning. Effective budget management and regulatory compliance oversight are also critical components of this role, ensuring that IT resources align with both business goals and industry governance requirements.

Responsibilities

Provide strategic leadership and governance for all IT operations across the bank, ensuring 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.
Ensure continuous monitoring and management of 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 other stakeholders across the bank to integrate IT operational strategies with broader business goals and regulatory requirements.

Skills

IT Service Management (ITSM) IT Operations and Infrastructure Management Service Desk and End-User Support Incident, problem, and change management Service Level Management Disaster Recovery and Business Continuity IT Vendor and Budget Management monitoring of data centers, networks, systems and support functions Technology Operations within a Banking or Financial Services Environment Technology Governance Regulatory Compliance Team Leadership Risk Management Project Management Performance Monitoring

Job Details

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Lahore, Pakistan

Gender:

No Preference

Minimum Experience:

18 Years

Apply Before:

Oct 27, 2026

Posting Date:

Oct 20, 2026

MCB

· More than 5000 employees - Lahore

MCB Bank (MCB) is one of the oldest banks of Pakistan, incorporated in the private sector in 1947. It was nationalized in 1974 and privatized in 1991. MCB Bank’s major shareholding is owned by Nishat Group, a prominent business conglomerate, having diversified interests in Textiles, Cement, Banking, Insurance, Power Generation, Hotel Business, Agriculture, Dairy, Auto Manufacturing and Paper Products. To enter into international capital markets, the Bank launched its Global Depositary Receipts (GDRs) in 2006. It was the first Pakistani Bank that had its GDRs listed on the London Stock Exchange. In 2008, the Bank entered into a strategic partnership with Maybank, Malaysia, which owns 18.78% stake in MCB through Maybank International Trust (Labuan) Berhad. In 2017, operations of NIB Bank were successfully amalgamated into and with MCB under a merger scheme. MCB is the first Pakistani Bank which incorporated a wholly owned Islamic Banking subsidiary, MCB Islamic Bank Limited, to meet requirements of a significant segment of society, for financial solutions that conform to Shari’ah rulings, and demonstrate our confidence in the potential of the Islamic Banking industry in the country. The Bank operates a strong and vast network of over 1,400 branches (Including sub - branches) and over 1,450 ATMs in Pakistan and 8 branches overseas with a footprint in UAE, Bahrain, and Sri Lanka. With a customer base of over 8 million, MCB leads the banking & financial services sector in Pakistan and customers across the globe have 24/7 access to MCB Bank via our World Class Digital Banking services. The Bank on a consolidated basis is operating the 2nd largest network of more than 1,600 branches in Pakistan. The Bank remains one of the prime stocks traded in the Pakistani equity market with one of the highest market capitalization in the industry. It has also consistently delivered to its investors and shareholders with one of the highest dividend per share in the banking sector.