About the Role
We are seeking a highly experienced and strategic IT Operations & Support Director to lead, optimize, and scale our IT operations and support environment across all offices. This role is integral to enhancing organizational efficiency, driving IT infrastructure improvements, and ensuring seamless IT support to meet the needs of a fast-paced and growing organization. The ideal candidate will possess a mix of technical expertise, leadership skills, and project management acumen to align IT functions with business goals.
Key Responsibilities
- IT Operations Leadership:
- Manage, lead, and continuously improve IT operations and support functions across all offices.
- Collaborate closely with the Engineering team to make strategic recommendations and implement changes to IT infrastructure and software systems.
- Ensure all IT systems and support functions are optimized for maximum efficiency, scalability, and security.
- Frameworks and Compliance:
- Oversee the implementation and maintenance of industry standards, such as ISO 27001 and SOC 2 frameworks, with a strong focus on ensuring compliance with HIPAA and HITRUST
- Establish and maintain best practices in IT operations to meet regulatory requirements and organizational needs.
- Process Optimization:
- Identify, document, and optimize existing processes, addressing operational gaps and ensuring adherence to IT and security protocols.
- Map IT processes and establish parameters and controls to monitor performance and enhance organizational efficiency.
- Project Management:
- Lead complex, large-scale IT projects, including system rollouts, infrastructure upgrades, and IT operational improvements.
- Coordinate with cross-functional teams to ensure IT initiatives align with business objectives and are executed on time and within budget.
- Team Development and Leadership:
- Build, manage, and optimize the IT Operations & Support team, assessing resource needs, providing mentorship, and driving continuous improvement.
- Foster a collaborative and accountable work culture, ensuring team members are aligned with organizational goals and committed to delivering excellence.
- Stakeholder Communication:
- Engage effectively with both internal and external stakeholders, ensuring IT initiatives are communicated clearly and aligned with organizational priorities.
- Provide regular updates to senior leadership, including the CTO and U.S. head office, on IT projects, operational metrics, and strategic initiatives.
- Strategic Reporting and Documentation:
- Develop and maintain comprehensive documentation for IT processes, project plans, and operational metrics.
- Provide detailed reports and insights to senior leadership to support informed decision-making.
Qualifications
- Educational Background:
- Minimum: Bachelor’s degree in IT, Information Security, or related disciplines.
- Preferred: Master’s degree or advanced certifications (e.g., CISSP, CISM, PMP, CAPM, CSM, ITIL, Six Sigma).
- Candidates from Ivy League schools or top institutions in Pakistan are highly preferred.
- Experience:
- The candidate must have minimum of 6 years of experience in a similar capacity, 10+ years of experience in IT related roles with 3 to 4 years in senior/managerial capacity.
- Demonstrated experience in multinational organizations and familiarity with the S. market is highly preferred.
- Industry experience in healthcare, medical billing, BPO, IT services, or other sectors with strong regulatory mandates.
- Technical and Personal Skills:
- Strong expertise in ISO 27001, SOC 2, HIPAA, and HITRUST compliance standards.
- Proven experience leading large-scale IT operations and support initiatives, including system rollouts and process improvements.
- Exceptional project management skills with a track record of successfully managing complex projects.
- Strong interpersonal and communication skills in English and Urdu, with the ability to effectively engage and influence diverse stakeholders.
Role Expectations
- Scope of Role: Manage, run, and revamp IT operations and support functions, ensuring alignment with organizational goals and business needs.
- Reporting Structure: Reports to the head office in the U.S. and the CTO.
- Team Building: Assess resource needs, optimize existing teams, and build out the IT Operations & Support team as needed to achieve strategic objectives.
- Work Schedule: Night shift to align with U.S. operational hours.
Additional Considerations
- Leadership Level: Senior management or executive-level role.
- Team Responsibilities: Assess and optimize the scope of the IT Operations & Support team, maintaining flexibility to meet organizational objectives and changes.
- Ownership and Initiative: Demonstrated ability to take ownership of large-scale initiatives, drive continuous improvement, and lead organizational transformation.
This role is ideal for a seasoned leader ready to drive IT operations excellence and support growth within a dynamic and evolving organization.
