Section Head, IT Service Management and Quality

About the role

The Section Head, IT Service Management and Quality will lead the performance and daily operations of the ITS Service Management function. Reporting to the Executive Director of Information Technology, this senior leader ensures compliance, risk mitigation, and continuous improvement across IT processes.

Key responsibilities

• Provide guidance to senior management on regulations, policies, and compliance issues.
• Design and implement IT processes, policies, and controls aligned with regulatory and industry best practices.
• Support corporate risk analysis and self‑assessment programs for IT units, systems, and processes.
• Establish and oversee a formal vulnerability testing program.
• Liaise with Internal Audit, Corporate Compliance, and Risk Management to remediate issues.
• Coordinate implementation of Information Security, Business Continuity, and Data Privacy initiatives within ITS.

Required profile

• Minimum 10 years of progressive IT service management experience, including at least 3 years in a GRC management role.
• Bachelor's degree in Information Systems, IT, Computer Science, or Engineering (Master’s degree is a plus).
• Strong understanding of regulatory and legal requirements affecting IT services.

Required skills

• ITIL V3 Expert certification (preferred).
• ISO 20000 Lead Auditor or Lead Implementer (preferred).
• CISSP, CISM, CISA, and/or CRISC certifications (plus).
• Project Management certification (plus).
• COBIT Foundation certification (plus).