Head, Technology Services

KEY RESPONSIBILITIES

1. Operational Leadership & Service Delivery

• Provide overall leadership and accountability for Country Technology Services, ensuring stable, secure and efficient day-to-day technology operations.

• Establish and maintain effective operating models, processes, controls and governance frameworks for Technology Services.

• Ensure high availability, reliability and performance of critical technology infrastructure, applications, networks, systems and end-user services.

• Oversee the Country IT service desk/help desk and ensure incidents, service requests and technology issues are resolved within agreed service levels.

• Monitor technology service performance through agreed KPIs, KRIs and SLAs and drive corrective actions where service performance falls below target.

• Provide leadership in the resolution of major and critical technology incidents, including escalation management and root-cause analysis.

• Ensure effective problem management and implementation of permanent corrective actions to minimize recurring incidents.

• Develop and maintain operational procedures, technical standards, service catalogues and support documentation.

• Ensure effective monitoring and reporting of technology availability, capacity, performance and service quality.

• Provide expert technical guidance and escalation support to Technology teams and business users.

• Ensure appropriate after-hours, standby and escalation arrangements are maintained for critical technology services.

• Ensure all technology operational processes are adequately documented, controlled and periodically reviewed.

• Drive automation and process improvements to improve service efficiency, reduce manual intervention and enhance service reliability.

2. Strategic Operational Readiness

• Translate Group and Country business strategies into practical Technology Services plans, roadmaps and operational priorities.

• Develop and maintain a Country Technology roadmap covering infrastructure, applications, networks, cybersecurity, cloud, end-user computing, resilience and emerging technologies.

• Assess technology capacity and readiness to support business growth, new products, channels, branches and operational initiatives.

• Lead technology readiness assessments for new products, projects, systems, branches, applications and major business initiatives.

• Ensure technology environments are appropriately designed and tested before production deployment.

• Oversee technology change management, ensuring changes are properly assessed, approved, tested, implemented and documented.

• Ensure technology projects transition effectively into business-as-usual operations, including support models, documentation, training and handover.

• Participate in business planning and budgeting to ensure technology investments are aligned with strategic priorities.

• Evaluate emerging technologies and make recommendations on their applicability, business value, risk and cost.

• Provide technology input into business cases, procurement decisions, transformation initiatives and strategic investments.

• Ensure Technology Services are scalable and capable of supporting future business and digital requirements.

• Work closely with Group Technology to adopt approved Group platforms, standards, architectures and technology initiatives.

3. Infrastructure, Network & Systems Management

• Manage the Country's technology infrastructure, including servers, storage, LAN/WAN, telecommunications, connectivity, end-user computing and data centre environments.

• Oversee the administration, availability and performance of the Bank’s WAN, LAN, wireless and other connectivity services.

• Plan and implement additions, deletions, upgrades and major modifications to the Country technology infrastructure.

• Ensure network architecture and infrastructure remain secure, resilient and aligned with Group standards.

• Oversee network monitoring, capacity planning, performance management and fault resolution.

• Manage technology infrastructure lifecycle, including upgrades, patching, maintenance, refresh and retirement.

• Ensure effective configuration and asset management of infrastructure and technology devices.

• Oversee systems backups, restoration testing, archiving and retention in accordance with corporate and regulatory requirements.

• Ensure appropriate disaster recovery capabilities are implemented, maintained and periodically tested.

• Provide technical oversight for cloud, hosting, telecommunications and other technology services where applicable.

• Ensure data centre and technology facilities are appropriately maintained, secured, monitored and environmentally controlled.

4. Applications & Core Banking Technology

• Provide leadership and oversight for the availability, performance and support of business-critical applications.

• Oversee the support and maintenance of core banking and other critical banking applications.

• Ensure effective incident, problem, change and release management for critical applications.

• Work closely with busines