About the Role
The 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 Responsibilities
Strategy & Governance
- Define a 3-year IT strategy and annual roadmaps aligned with business OKRs.
- Maintain and enforce IT policies, standards, and ISO 27001-aligned controls.
- Own IT budget, cost optimisation, and KPI reporting.
Cybersecurity Leadership
- Serve as primary security officer for infrastructure and data assets.
- Lead continuous threat-modelling, vulnerability management, and SOC operations.
- Oversee incident response and BCP/DR testing across all markets.
Cloud & Infrastructure
- Architect and operate hybrid setups on AWS/Azure plus regional colos.
- Drive IaC, CI/CD, and automated patching; enforce SRE/DevOps best practices.
- Ensure high availability (≥ 99.9%) for core platforms, IoT backends, and BI stacks.
Networking
- Design and manage MPLS, SD-WAN, VPN, and Wi-Fi across offices, factories, and distributed call centres.
- Optimise bandwidth and QoS for voice, video, and data traffic.
Call centre & Telephony systems
- Own Ameyo cloud contact centre and all MNO SIP/PRI integrations.
- Integrate IVR, dialer, WhatsApp, and CRM for omnichannel CX.
- Monitor CTI performance and call-quality analytics; lead roll-outs or centralisation initiatives.
Vendor & Contract Management
- Negotiate SLAs with MNOs, ISPs, MSPs, and SaaS providers.
- Oversee third-party risk assessment and license compliance.
People Leadership
- Build, coach and retain high-performing 30-plus person IT organisation.
- Implement skill matrices, career paths and agile work practices.
Compliance & Audit
- Ensure adherence to data protection laws (GDPR equivalents) and local telecom regulations.
- Act as IT Lead during internal/external audits.
Skills and Experience
This role requires a combination of high-level education, extensive experience, and specific technical certifications:
- Education: Bachelor’s in Computer Science, Information Systems, or related field (Master’s a plus).
- Experience: 10+ years in IT, with 5+ years leading multi-country infrastructure and security teams.
- Proven Delivery: Demonstrated delivery of high-availability cloud and on-prem environments at scale (> 1 million users/transactions monthly).
- Contact Centre Management: Hands-on management of enterprise contact-centre platforms (e.g., Ameyo, Genesys, Five9) and telco integrations.
- Cloud Expertise: Deep knowledge of AWS and/or Azure architecture, IaC (Terraform/CloudFormation), Kubernetes, CI/CD.
- Networking Expertise: Enterprise networking (BGP, OSPF, MPLS/SD-WAN, Fortinet/Cisco/Juniper).
- Security Expertise: Security frameworks (NIST, ISO 27001), SIEM/SOAR, EDR, zero‑trust design.
- Voice Technologies: SIP trunking, WebRTC, QoS, codec optimisation.
- IT Service Management: Strong proficiency with ITSM/ITIL toolsets and asset/CMDB management.
Required Certifications:
- CISSP
- CISM
- CCSP
- AWS Solutions Architect Pro
- Azure AZ‑305
- CCNP/CCIE
- ITIL v4 MP
Key Performance Indicators
Performance will be measured against the following targets:
- Infrastructure Uptime: ≥ 99.9 % for Tier‑1 systems.
- Security Posture: Mean Time to Detect & Respond < 2 hours; zero critical audit findings.
- Call‑center Availability: Voice platform uptime ≥ 99.95 %, ACD abandon rate ≤ 3 %.
- Project Delivery: ≥ 90 % of roadmap milestones on time & budget.
- Cost Efficiency: ≤ 5 % variance vs. approved IT OPEX & CAPEX budgets.
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