IT Manager

IDP Education Pakistan (PVT.) Limited is seeking a seasoned Information Technology (IT) Services Manager to oversee IT operations across the Middle East and Africa (MEA) region. Based in Lahore, this role is pivotal in ensuring exceptional customer experiences by optimizing IT systems and services. The successful candidate will lead the implementation of IT policies, provide technical guidance to regional teams and vendors, and collaborate with global IT and shared services to align regional strategies with the company’s worldwide objectives. This position demands a balance of strategic vision and hands-on management to support a diverse and expanding network.

Key Responsibilities

- Lead country IT teams to deliver excellent customer-focused services, ensuring seamless IT operations including user support, systems management, communications, and connectivity.
- Drive continuous improvement in IT service management across the MEA region, emphasizing cost efficiency, quality, and service excellence.
- Develop and execute strategic and operational IT plans that align with corporate infrastructure and business operations.
- Advocate for technology initiatives by preparing business cases that demonstrate clear return on investment.
- Provide thought leadership in developing regional IT roadmaps that support digital transformation and enhance customer experience.
- Implement and uphold global technology frameworks and initiatives to maintain efficient service delivery.
- Oversee daily IT operations covering networks, telephony, video conferencing, security, servers, workstations, storage, backup, disaster recovery, and vendor coordination.
- Manage crisis situations and incident resolution, working closely with global teams and third-party vendors.
- Lead disaster recovery planning and security implementation efforts.
- Manage vendor relationships, including contract negotiations, financial oversight, performance monitoring, and ensuring compliance with service level agreements.
- Lead and develop a regional IT team to ensure effective and efficient operations.
- Plan and execute business and technology projects such as office fit-outs and relocations.
- Communicate project status and IT initiatives effectively to senior stakeholders.
- Implement global IT policies and procedures, adapting them to meet regional requirements.
- Identify and mitigate IT security risks, actively participate in global security initiatives and audits.
- Enforce quality assurance and change management processes, representing regional interests in global forums.
- Provide service assurance reporting to senior management.
- Optimize IT talent deployment regionally and lead recruitment and team development efforts.
- Collaborate with procurement and country leaders to optimize IT asset purchasing and vendor sourcing.
- Perform additional duties as assigned by management.

Required Qualifications

- A minimum of 7 years of professional experience, including at least 5 years managing IT systems, infrastructure, and third-party vendors within a matrix multinational corporation.
- At least 2-3 years’ experience supporting multiple customer-facing offices.
- Proven track record in planning and executing technology projects and system implementations effectively.
- Demonstrated ability to manage external vendors to ensure service delivery aligned with SLAs.
- Strong management skills with experience handling multiple projects simultaneously.
- Ability to lead, develop, and motivate remote teams in a collaborative environment.
- Skilled at influencing stakeholders across diverse locations to achieve customer-focused outcomes.
- Bachelor’s degree or higher in Computer Science, IT, Engineering, Business Information Systems, or related fields.
- Excellent spoken and written English communication skills.
- Willingness and ability to operate effectively at both hands-on and strategic levels.

Preferred Qualifications

- Experience working in dynamic global environments.
- Practical knowledge of IT security in distributed global settings.

This role offers the opportunity to contribute to a globally recognized organization, driving IT excellence and innovation across a diverse and expanding region.