Head of IT Operations & Service Management

Location: Mauritius

Position: Head of IT Operations & Service Management

Reporting To: Chief Information Officer or any other senior officers

Department: ICT

Closing Date: 25 November 2026

About the role

Reporting to the Chief Information Officer (CIO), the role is accountable for ensuring the availability, security, resilience, performance, and operational effectiveness of the Bank's technology environment while driving service excellence, regulatory compliance, audit remediation, and the effective delivery of technology initiatives. The Head of IT Operations & Service Management will act as a senior technology leader, supporting the CIO in the execution of the Bank's technology strategy and operating model. The role is responsible for ensuring effective coordination across technology teams, service providers, projects, and business stakeholders, while strengthening operational governance, service delivery, risk management and accountability.

Key Responsibilities

• Oversee the performance of internal technology teams, outsourced service providers, and technology partners to ensure service availability, resilience, security, and operational effectiveness.
• Ensure technology services meet agreed service levels and business expectations.
• Oversee infrastructure lifecycle management, capacity planning, maintenance, and technology refresh initiatives.
• Ensure effective monitoring, incident management, service restoration, and continuous service improvement.
• Drive operational efficiency through process optimisation, automation, and standardisation initiatives.
• Oversee security operations, vulnerability management, endpoint security, and cybersecurity incident response activities.
• Oversee Business Continuity, Disaster Recovery, and Operational Resilience testing and readiness activities.
• Collaborate with IT Governance, Risk & Compliance teams to strengthen the Bank's security posture.
• Oversee the closure of Internal Audit, External Audit, Regulatory, and Risk findings relating to technology operations.
• Ensure remediation plans are tracked and delivered within agreed timelines.
• Maintain audit readiness and operational compliance with applicable policies, standards, and regulatory requirements.
• Support regulatory examinations, audits, and assurance reviews.
• Oversee operational relationships with technology vendors, service providers, and outsourcing partners.
• Monitor vendor performance against contractual obligations and service levels.
• Ensure effective governance, risk management, and oversight of outsourced technology services.
• Represent IT Operations in strategic initiatives and regulatory engagements.
• Any other cognate duties as may be assigned by the CIO or any other Senior Officer.

Location: Mauritius

Position: Head of IT Operations & Service Management

Reporting To: Chief Information Officer or any other senior officers

Department: ICT

Closing Date: 25 November 2026

About the role

Reporting to the Chief Information Officer (CIO), the role is accountable for ensuring the availability, security, resilience, performance, and operational effectiveness of the Bank's technology environment while driving service excellence, regulatory compliance, audit remediation, and the effective delivery of technology initiatives. The Head of IT Operations & Service Management will act as a senior technology leader, supporting the CIO in the execution of the Bank's technology strategy and operating model. The role is responsible for ensuring effective coordination across technology teams, service providers, projects, and business stakeholders, while strengthening operational governance, service delivery, risk management and accountability.

Key Responsibilities

• Oversee the performance of internal technology teams, outsourced service providers, and technology partners to ensure service availability, resilience, security, and operational effectiveness.
• Ensure technology services meet agreed service levels and business expectations.
• Oversee infrastructure lifecycle management, capacity planning, maintenance, and technology refresh initiatives.
• Ensure effective monitoring, incident management, service restoration, and continuous service improvement.
• Drive operational efficiency through process optimisation, automation, and standardisation initiatives.
• Oversee security operations, vulnerability management, endpoint security, and cybersecurity incident response activities.
• Oversee Business Continuity, Disaster Recovery, and Operational Resilience testing and readiness activities.
• Collaborate with IT Governance, Risk & Compliance teams to strengthen the Bank's security posture.
• Oversee the closure of Internal Audit, External Audit, Regulatory, and Risk findings relating to technology operations.
• Ensure remediation plans are tracked and delivered within agreed timelines.
• Maintain audit readiness and operational compliance with applicable policies, standards, and regulatory requirements.
• Support regulatory examinations, audits, and assurance reviews.
• Oversee operational relationships with technology vendors, service providers, and outsourcing partners.
• Monitor vendor performance against contractual obligations and service levels.
• Ensure effective governance, risk management, and oversight of outsourced technology services.
• Represent IT Operations in strategic initiatives and regulatory engagements.
• Any other cognate duties as may be assigned by the CIO or any other Senior Officer.

About You:

• Master's Degree in Information Technology, Business Administration (MBA), Project Management, Technology Management, or a related field.
• Professional Certifications such as ITIL 4, PMP, PRINCE2 Practitioner, COBIT, CRISC, CISM, CISSP or ISO 22301.
• Minimum 10 years of experience in Information Technology Operations, Infrastructure, Security, Service Delivery, or related technology functions with proven leadership experience t manage IT infrastructure team.
• Proven experience managing infrastructure, networks, end-user computing, service desk, cybersecurity operations, or technology service delivery functions.
• Experience managing third-party service providers, technology vendors, and operational support contracts.
• Demonstrated experience supporting audit, risk, compliance, regulatory, and remediation activities.
• Experience delivering technology infrastructure upgrades, operational improvements, and transformation initiatives.
• Strong stakeholder management skills with the ability to engage effectively with senior management, auditors, regulators, and business stakeholders.
• Experience presenting to Senior Management, Boards and Board Committees.
• Proven general business, people development and leadership experience.
• Must meet applicable Bank of Mauritius Fit and Proper Person requirements, including requirements relating to integrity and honesty, competence and capability, financial soundness, reputation, and character.

Why this Role Matters:

This role is at the heart of ensuring that the Bank’s technology environment remains secure, resilient and operationally effective. By overseeing IT operations, infrastructure, security, service delivery and operational resilience, the role ensures that critical technology services remain available and reliable, risks are proactively managed, and the Bank is well positioned to respond to operational disruptions and evolving technology threats. Through strong leadership and execution, the role helps create the stable and resilient technology foundation required to support the Bank’s business objectives, customer experience and continued digital transformation.

About You:

• Master's Degree in Information Technology, Business Administration (MBA), Project Management, Technology Management, or a related field.
• Professional Certifications such as ITIL 4, PMP, PRINCE2 Practitioner, COBIT, CRISC, CISM, CISSP or ISO 22301.
• Minimum 10 years of experience in Information Technology Operations, Infrastructure, Security, Service Delivery, or related technology functions with proven leadership experience t manage IT infrastructure team.
• Proven experience managing infrastructure, networks, end-user computing, service desk, cybersecurity operations, or technology service delivery functions.
• Experience managing third-party service providers, technology vendors, and operational support contracts.
• Demonstrated experience supporting audit, risk, compliance, regulatory, and remediation activities.
• Experience delivering technology infrastructure upgrades, operational improvements, and transformation initiatives.
• Strong stakeholder management skills with the ability to engage effectively with senior management, auditors, regulators, and business stakeholders.
• Experience presenting to Senior Management, Boards and Board Committees.
• Proven general business, people development and leadership experience.
• Must meet applicable Bank of Mauritius Fit and Proper Person requirements, including requirements relating to integrity and honesty, competence and capability, financial soundness, reputation, and character.

Why this Role Matters:

This role is at the heart of ensuring that the Bank’s technology environment remains secure, resilient and operationally effective. By overseeing IT operations, infrastructure, security, service delivery and operational resilience, the role ensures that critical technology services remain available and reliable, risks are proactively managed, and the Bank is well positioned to respond to operational disruptions and evolving technology threats. Through strong leadership and execution, the role helps create the stable and resilient technology foundation required to support the Bank’s business objectives, customer experience and continued digital transformation.