Manager- IT Operations | CIO | August 2026

IT Operations are critical to delivering secure, reliable, and seamless services. As the Bank continues its digital transformation, operational excellence remains central to supporting our customers, colleagues, and business growth.

To support this transformation journey, we are establishing a dedicated IT Operations team that will play a key role in enhancing the stability, performance, and resilience of our technology services. As part of this initiative, we are looking for a Manager - IT Operations to lead the function and drive operational excellence across the Bank's technology landscape.

This is an exciting opportunity for a forward-thinking technology professional to help shape and mature the Bank's IT operations capabilities while partnering closely with business and technology teams to ensure the delivery of reliable, efficient, and resilient services across the organization.

We are on the lookout for:

Job vacancy: Manager – IT Operations
 

Job Purpose:

The Manager – IT Operations is responsible and accountable for leading the end-to-end technology run operations across the IT Group Function, ensuring stable, secure and high-performing IT services that enable uninterrupted business operations across the MCB Group.

The role delivers “always safe, always on” operations by overseeing the Service Desk, IT Operations and Incident Management run activities. It ensures strong operational discipline, effective coordination across support teams, rapid incident response and the continuous improvement of service performance and resilience.

In this role you will:

IT Service Delivery & Operations

• Lead end-to-end IT run operations across the Service Desk, Level 1, Level 2 and Incident Management;
• Ensure systems, applications and infrastructure remain secure, available, resilient and aligned with agreed service levels;
• Oversee alerts, monitoring, batch operations, ticketing, service requests and escalation workflows;

• Manage production releases via the appropriate Change Management Process and ensure that only approved changes are deployed.

  
  

Incident Management & Operational Resilience

• Lead the response to major incidents, ensuring effective coordination, timely escalation and clear stakeholder communication;
• Drive Root Cause Analysis and ensure corrective and preventive actions are implemented;
• Strengthen proactive monitoring, observability and AI-enabled capabilities to reduce incidents and improve resilience;

• Promote the consistent use of runbooks, playbooks, knowledge documentation and structured problem-solving practices.

  
  

Continuous Improvement & Cost Efficiency

• Drive process standardisation, automation and continuous improvement across IT Operations;
• Transition operations from reactive support towards predictive and data-driven service management;
• Manage operational costs, resource utilisation and vendor performance;

• Monitor relevant technology cost indicators, including application cost per user, customer or transaction.

  
  

Leadership & Stakeholder Management

• Lead and develop multidisciplinary teams, ensuring accountability, capability-building and 24/7 coverage where required;
• Act as a key interface between business, technology, security and external partners;
• Translate technical incidents, risks and service performance into clear business impact;
• Align IT Operations with CIO strategy and business priorities through relevant operational KPIs and performance reporting.

To succeed, you will be required to demonstrate the following competencies :

• Making good and timely decisions that keep the organization moving forward;
• Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement;
• Creating a climate where people are motivated to do their best to help the organization achieve its objectives;
• Consistently achieving results, even under tough circumstances;
• Planning and prioritizing work to meet commitments aligned with organizational goals;
• Anticipating and balancing the needs of multiple stakeholders;
• Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences;
• Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems;
• Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement;

• Holding self and others accountable to meet commitments.

  
  

We are looking for candidates who have a minimum of:

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related technology discipline;
• 12 to 15 years or more of experience in IT operations, infrastructure, technology service management or a related field;
• Proven experience managing large-scale IT operations or complex service delivery environments;
• Strong practical experience in incident, problem, change and service management;
• Demonstrated experience leading multidisciplinary technical and operational teams;
• Experience managing business-critical systems, platforms, applications and infrastructure;
• Experience overseeing major incidents, crisis response, Root Cause Analysis and corrective action implementation;
• Experience managing production releases and change governance in complex technology environments;
• Experience managing service providers, technology vendors and operational performance commitments;

• Experience within banking, financial services or another regulated industry is strongly preferred.

  
  

You will also be required to demonstrate:

• Strong knowledge of IT service operations, service delivery and operational governance;
• Strong understanding of incident, problem, change and release management practices;
• Experience managing Level 1, Level 2 and specialised technical support functions;
• Strong understanding of high-availability, resilience and business-critical technology environments;
• Experience with IT monitoring, alerting, observability, batch operations and service management platforms;
• Strong stakeholder management, influencing, communication and presentation skills;
• Ability to lead and motivate diverse technical teams in a 24/7 operational environment;
• Strong analytical thinking, structured problem-solving and decision-making capabilities;
• Experience using runbooks, playbooks, knowledge management and standard operating procedures;
• Ability to identify and implement automation and operational optimisation opportunities;
• Good understanding of IT operational cost management and vendor performance management;
• Awareness of emerging AI-enabled operational capabilities and their application to proactive monitoring, incident prevention and service improvement;
• High levels of professionalism, accountability, adaptability and resilience.

A combination of both qualifications and experience will be considered.

Should this opportunity match your career aspirations, skills and competencies, click on ‘Apply’ to complete your online application.

Please ensure all required information is accurately entered in relevant sections. Any incomplete application will not be considered. Kindly attach a complete CV when applying. 

As part of the recruitment process, candidates will be required to provide a valid Certificate of Character of less than 3 months and two professional references.

The deadline for submission of application is 07 September 2026.
 

The Management reserves the right not to appoint anyone following this advert.