Head IT Operations and Support Services
MCB
Published Date: • Lahore, Pakistan (On-Site)
Description
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.
Experience
18 Years
Apply By
Required 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
Nice to Have Skills
- Risk Management
- Project Management
- Performance Monitoring