About The Role

• The IT Operations & Tech Innovation Lead will drive our technology roadmap, oversee daily IT operations, and spearhead transformative digital initiatives.
• In this pivotal leadership role, you will balance operational excellence with forward-thinking tech innovation
• You will oversee core IT infrastructure, optimize service delivery, streamline operations through data analytics and process automation, manage digital product rollouts (such as digital payments), and lead high-performing tech teams.

Responsibilities
IT Strategy Management and Execution:

• Formulate and execute a holistic, forward-looking IT strategy aligned with long-term business goals and growth targets.
• Serve as the primary advisor on emerging technologies, digital trends, and strategic tech investments.
• Keep the pace of tech innovation ahead of business scale and needs.

Digital Transformation & Innovation:

• Identify and implement modern digital tools to optimize business workflows and enhance user and customer experiences.
• Ensure availability and stability of client-facing applications required to drive all the Country Programs’ phases or cycles (e.g enrollment, input delivery, repayment, field execution etc)
• Drive digital payment integrations, financial technology solutions, and seamless transaction workflows across all existing and future platforms.

Product Management:

• Direct the end-to-end product lifecycle for internal digital products, core business platforms, and customer-facing applications.
• Manage business and technical requirements gathering, prioritize feature backlogs, and collaborate with all technical stakeholders to deploy scalable features.
• Continuously iterate and optimize product features based on user feedback, usage analytics, and market trends.

IT Operations & Infrastructure Management:

• Direct and optimize IT help desk operations to ensure high reliability, fast issue resolution, and exceptional user satisfaction.
• Oversee the lifecycle management of hardware, software, and enterprise licenses, ensuring cost efficiency and compliance.
• Develop, implement, and enforce robust IT security, compliance, data privacy, and disaster recovery policies.
• Infrastructure & Internet Services: Maintain reliable, high-availability network infrastructure, cloud services, cyber defenses, and ISP services.

Project & Program Management:

• Lead end-to-end delivery of complex cross-functional tech initiatives on schedule and within budget.
• Define project scope, resource allocation, risk mitigation strategies, and success metrics using Agile/Scrum or Hybrid frameworks.
• Maintain clear reporting and communication channels across technical teams, external vendors, and executive leadership.

Team and People Management:

• Push for professional growth of direct reports and within their teams.
• Cultivate a culture of continuous learning, cross-functional collaboration, security awareness, and innovation.
• Identify and resolve interpersonal issues among the teams.
• Assign clear responsibilities and regularly communicate expectations to team members
• Promote team sustainability, address conflicts, and cultivate a harmonious and cooperative team environment.
• Allocate tasks and responsibilities among team members to meet objectives within specified timelines.
• Foster individual and professional advancement through performance evaluations, career guidance, hiring the best, and human resources assistance.

Qualifications
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• Bachelor’s Degree in IT or related field
• 3-5+ years of experience to drive digital transformation, optimize tech infrastructure, eliminate legacy drag, and pilot modern innovations to power organization growth and scale
• Strong leadership skills to effectively lead and motivate a team
• IT, digital transformation and project management skills and experience
• Hands-on experience with process automation platforms, API integrations, and Business Intelligence tools
• Familiarity with modern product management workflows, Agile methodologies, and software development lifecycles (SDLC)
• Organizational skills to efficiently plan, prioritize and delegate tasks
• Quick problem-solving abilities to anticipate, identify and resolve issues
• High attention to detail to accurately plan
• Excellent communication skills to effectively interact with colleagues and senior leadership
• Efficient time management capabilities to ensure timely execution of tasks and projects
• Flexibility to adapt to evolving business needs and requirements
• Commercial awareness to identify cost-saving opportunities
• Proven experience in process improvement.