Head of IT

About The RoleThe Head of IT sets the technical vision and owns end-to-end delivery of secure, reliable, and scalable technology services across the organisation’s 15-country footprint. The role spans on-prem and cloud infrastructure, enterprise networking, call-centre platforms, and a rapidly evolving cybersecurity landscape.You will lead a multidisciplinary team, manage critical vendors and MNO integrations, and partner with Product, CX, and Finance to ensure that information technology accelerates business outcomes at optimal cost and risk.Duties And ResponsibilitiesStrategy & GovernanceDefine a 3-year IT strategy and annual roadmaps aligned with business OKRsMaintain and enforce IT policies, standards, and ISO 27001-aligned controlsOwn IT budget, cost optimisation, and KPI reportingCybersecurity LeadershipServe as primary security officer for infrastructure and data assetsLead continuous threat-modelling, vulnerability management, and SOC operationsOversee incident response and BCP/DR testing across all marketsCloud & InfrastructureArchitect and operate hybrid setups on AWS/Azure plus regional colosDrive IaC, CI/CD, and automated patching; enforce SRE/DevOps best practicesEnsure high availability (≥ 99.9%) for core platforms, IoT backends, and BI stacksNetworking Design and manage MPLS, SD-WAN, VPN, and Wi-Fi across offices, factories, and distributed call centresOptimise bandwidth and QoS for voice, video, and data trafficCall centre & Telephony systemsOwn Ameyo cloud contact centre and all MNO SIP/PRI integrationsIntegrate IVR, dialer, WhatsApp, and CRM for omnichannel CXMonitor CTI performance and call-quality analytics; lead roll-outs or centralisation initiativesVendor & Contract ManagementNegotiate SLAs with MNOs, ISPs, MSPs, and SaaS providersOversee third-party risk assessment and license compliance People LeadershipBuild, coach and retain high high-performing 30-plus person IT organisationImplement skill matrices, career paths and agile work practicesCompliance & AuditEnsure adherence to data protection laws (GDPR equivalents) and local telecom regulationsAct as IT Lead during internal/external auditsSkills and ExperienceBachelor’s in Computer Science, Information Systems, or related field (Master’s a plus)10+ years in IT, with 5+ years leading multi-country infrastructure and security teamsProven delivery of high-availability cloud and on-prem environments at scale (> 1 M users/transactions monthly)Hands-on management of enterprise contact-centre platforms (e.g., Ameyo, Genesys, Five9) and telco integrationsDeep knowledge of AWS and/or Azure architecture, IaC (Terraform/CloudFormation), Kubernetes, CI/CDEnterprise networking (BGP, OSPF, MPLS/SD-WAN, Fortinet/Cisco/Juniper)Security frameworks (NIST, ISO 27001), SIEM/SOAR, EDR, zero‑trust designVoice technologies: SIP trunking, WebRTC, QoS, codec optimisationStrong proficiency with ITSM/ITIL toolsets and asset/CMDB managementCISSPCISMCCSPAWS Solutions Architect ProAzure AZ‑305CCNP/CCIEITIL v4 MPKey Performance IndicatorsInfrastructure uptime: ≥ 99.9 % for Tier‑1 systemsSecurity posture: Mean Time to Detect & Respond < 2 hours; zero critical audit findingsCall‑center availability: Voice platform uptime ≥ 99.95 %, ACD abandon rate ≤ 3 %Project delivery: ≥ 90 % of roadmap milestones on time & budgetCost efficiency: ≤ 5 % variance vs. approved IT OPEX & CAPEX budgetsQualified Female Candidates encouraged to ApplyBURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).Powered by JazzHR5qvKtH4RUM