Key Responsibilities: Oversee IT operations, service delivery, and SLA performance. Manage client relationships and engage with senior stakeholders. Drive operational efficiency, service improvements, and cost optimisation. Oversee infrastructure, networking, systems, voice technologies, and business applications. Lead technology implementations, transitions, projects, and Greenfield setups. Ensure compliance with information security standards and IT policies. Minimum Requirements: Graduate degree or higher; Master's degree advantageous. 12-14 years of relevant IT industry experience. Experience supporting large-scale environments of 5,000-10,000 end users. Strong technical knowledge of Networking, Systems, Voice, and Business Applications. Proven IT Service Management and operations leadership experience. Experience in implementations, transitions, and project management. ITIL/ITSM certification advantageous. Proficiency in MS Office, MS Project, and Visio.