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 responsible for providing strategic direction and governance for all IT operations across the bank. The primary focus is to ensure the availability, resilience, and optimal performance of mission-critical technology services within the financial sector. The role requires extensive experience in banking systems or financial services technology environments and involves leading a large IT operations team to deliver seamless IT services.

The Director will oversee IT service management processes, risk mitigation, and compliance with regulatory standards to minimize operational risks and meet business continuity objectives. This position includes managing multiple teams and directing technology operations such as infrastructure management, service desk and end-user support, and vendor relationships. Strong leadership in incident, problem, and change management is essential to maintain reliable service delivery. The role also drives continuous improvement initiatives, operational excellence, and robust disaster recovery and business continuity planning. Budget management and regulatory compliance oversight are critical to ensure IT resources align 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.
- 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 stakeholders across the bank to integrate IT operational strategies with broader business goals and regulatory requirements.

Required Qualifications

- Extensive experience in IT operations leadership within banking or financial services technology environments.
- Proven track record of managing large IT teams and complex technology infrastructures.
- Strong knowledge of IT service management frameworks, including incident, problem, and change management.
- Experience in regulatory compliance and risk management specific to the financial sector.
- Demonstrated ability to lead business continuity and disaster recovery planning.
- Skilled in vendor management, contract negotiation, and budget oversight.
- Excellent strategic planning, communication, and stakeholder management skills.

Preferred Qualifications and Benefits

While specific benefits are not detailed, candidates with additional certifications in ITIL, COBIT, or relevant financial technology governance frameworks will be preferred. The role offers the opportunity to lead a critical function within a leading financial institution, contributing to the stability and innovation of its IT operations.

This position is based in Lahore and demands a strategic leader capable of driving operational excellence in a highly regulated, mission-critical environment.