Job Summary

• The successful candidate will join our team as the Director of IT Operations in the IT Department. This position reports to the Chief Information Officer and entails responsibility for production support across a suite of IT infrastructure and applications.
• The Director will ensure the availability and stability of all business-critical IT infrastructure and applications. Additionally, (s)he will create and implement IT policies and procedures designed to enhance security and risk management capabilities.
• The successful candidate will also oversee business continuity and disaster recovery efforts within the department, as well as make recommendations for and implement new investments in the technology infrastructure.

Key Responsibilities

• Establish operational and capital budgets to address the needs of various areas of the IT department.
• Coordinate the selection, implementation, and upgrade of the business’s software/applications and services.
• Develop and implement a business recovery strategy for the IT department.
• Establish security architecture and implements procedures and controls to ensure information and data are secured and in compliance with the security and storage regulations of the business.
• Lead the team in the analysis, enhancement, and tailor current practices and existing systems to increase operating efficiencies as well as reduce costs within the business.
• Ensure consistency and maintainability of existing infrastructure environments with well-documented standards and procedures for the implementation of technical solutions.
• Ensure adherence to the overall financial objectives of the business and track the annual departmental expenditures.
• Explore new technologies and software as appropriate and in conjunction with the Chief Information Officer oversees the architecture and implementation of the ongoing support of the network.
• Build a collaborative culture within the department and partner with various departments within the organization to ensure the common business objective is achieved.
• Maintain strong relationship with stakeholders and consistently update them on all maintenance & operations efforts.
• Manage application and database changes and ensure the potential impact on any up-line or down-line application is also tested and coordinated.
• Manage application-level testing and support for changes in other infrastructure areas.
• Collaborate with the finance department in deciding the IT department’s financial needs.
• Work closely with the customer support team in gathering consumer feedback and develop insights to improve IT services.
• Ensure availability of applications as defined by business need per formal service level agreements.
• Ensure applications are maximized to guarantee business productivity.
• Assess the effectiveness of the existing solutions, software/applications, data, and processes developed by the department.
• Analyze complex business requirements and make a recommendation to the Chief Information Officer for technical solutions and ensure that these solutions are aligned with the overall business vision, mission, and direction.
• Keeps track of licensing on all IT related items.
• Champion, implement and manage process and productivity improvement programs and preventive maintenance initiatives.
• Manage the data collection and reporting on all application-related service levels and periodic reviews with customers and vendors.
• The IT Operation Director will be responsible for IT vision and planning process that will regularly evaluate existing technology, information systems, and staffing, research new solutions and technologies and recommend changes to software applications based on analysis of their impact to all users requirements
• The ITS will be responsible for delivering successfully against the P&L for every project, ensuring a high level of customer satisfaction and assisting in generating new opportunities.
• The IT Operation Director will deeply understand company processes such that you will be able to challenge any new request in order to be the best at servicing our customers.
• The IT Operations Director will be responsible to develop and follow up KPIs with focus on (i) customer demand satisfaction (ii) activities completion (iii) TCO.

Minimum Experience & Essential Knowledge

• Strong technical understanding of SOA (Service Oriented Architecture) and technologies (JAVA, Application servers, databases, Operating Systems, networks).
• Strong knowledge and solid experience in Business Processes for Telcos (eTOM Model preferable)
• Strong knowledge and solid experience in CRM processes and applications (Telcos preferable)
• Expert level in Billing and VAS System processes and applications for Telcos
• Knowledge in developing and maintaining ITIL policies and procedures
• Solid experience in project management.
• Strong organizational and management skills on large projects / programs with the ability to make and drive through key operational and strategic decisions
• Expert Level in Telco Services, features, and integration capabilities
• Experience in budget preparation and monitoring

Core Competencies

• Ability to engage in effective and persuasive negotiations and strong interpersonal and communication skills; negotiating with internal users, vendors, contractors, and others
• Strong Management and leadership skills
• Exceptional service and results orientation
• Superior analytical, evaluative, and problem-solving abilities
• Ability to work under pressure and time constraints
• Ability to work effectively with a wide range of cultures in a diverse community
• Mature ability to work collaboratively with management teams throughout the organization
• Ability to present ideas in business-friendly and user-friendly language
• Ability to manage a team and to achieve results through others, ensuring team cohesion and motivation
• Excellent self-organization and self-direction in performance of tasks
• Excellent time management skills
• Ability to set and manage priorities

Key Performance Indicators (KPIs):

• Ensure adherence to all AirtelTigo standard security policies and procedures.
• Achieve a 97% success rate in internal and external audits.
• Effectively manage and mitigate IT vulnerabilities.
• Ensure full compliance with internal policies and external regulatory requirements.
• Implement and track security awareness and training programs.
• Maintain zero critical security incidents.
• Detect and alert on unauthorized access to critical systems within defined SLAs.
• Ensure 99.9% service accessibility and platform availability for all critical systems.
• Implement and oversee business continuity and disaster recovery plans.
• Perform regular backups and backup testing for all critical systems as per AT and regulatory compliance requirements.
• Reduce Mean Time to Repair (MTTR) for system failures.
• Minimize incident response time and ensure quick resolution.
• Ensure 100% of helpdesk tickets are closed within SLAs.
• Guarantee timely resolution of all security incidents and vulnerabilities.
• Control operational and capital expenditure (OPEX & CAPEX) effectively.
• Support the IT PMO and IT service delivery team in completing all projects on time and within budget.
• Lead digital transformation and innovation initiatives to drive operational efficiency and growth.

Qualification Required & Experience

• A University degree in any field with emphasis on Computer Science, Information Technology and other related disciplines. Possession of a master’s will be an advantage.
• A minimum of ten (10) years working experience in a senior IT position and in a constantly evolving environment, preferably a Telco environment.
• Must demonstrate experience with a wide variety of business software and have a proven track record of creative solution delivery and delivery on business needs.
• Must demonstrate a good understanding of network infrastructure technologies, inclusive of security solutions, for example, anti-SPAM and anti-virus technologies.
• Must demonstrate a deep understanding of telecommunications and have vast experience in disaster recovery planning and implementation as well as data storage solutions.
• Exhibit expert knowledge in building and leveraging open-source technology.
• Demonstrate exceptional communication skills both in written and verbal form.
• Excellent reporting writing skills and can engage at the C Level.
• Must be an enthusiastic problem solver and have advanced critical and strategic thinking skills
• Demonstrate exceptionally strong leadership skills.
• Excellent people management abilities.

Other Competencies

• Proven leader with excellent communication skills and ability to interface with all levels of the enterprise.
• Business orientation.
• High-level strategic thinking.
• Consultative / advisory skills.
• Strong risk analysis and problem-solving skills.
• Able to explain complex and technical principles. Able to convey ideas to senior management and staff.
• Able to interpret and apply policies, standards and procedures.
• Program/Project management experience.
• Excellent interpersonal skills and high capacity to adapt to changing business and organizational conditions.
• Ability to engage in effective and persuasive negotiations and to make quick and effective decisions.
• Strong communication skills (written and verbal).
• Ability to work effectively with a wide range of cultures in a diverse community and to work collaboratively with management teams throughout the organization and to be seen as a valuable expert resource to be sought out.
• Exceptional time management and organizational skills required.
• Ability to make effective and persuasive speeches and presentations to senior management.

Location: Accra

How To Apply For The Job

Interested and qualified applicants should send their Applications & Curriculum Vitae to:

Recruitment@ppl.net.gh

Kindly indicate the role you are applying for in the email subject.

Closing Date: 30 April, 2025

Ready to be part of our dynamic and innovative team? At AT, we enhance the value of our employees by providing long-term growth and opportunities in an ever-evolving work environment. Our values are at the core of what we do and represents who we are, Simplicity, Transparency and Relevance. Initiate your journey to be part of our world-class team and experience a rewarding career.