Head of Service Planning and Delivery

About the role

Nagad Limited is seeking a senior leader to head Service Planning and Delivery for Bangladesh's leading mobile financial services platform. The role oversees IT service delivery, ensuring secure, reliable, and customer‑centric technology services across the organization.

Key responsibilities

• Lead IT Service Management (ITSM) and service operations for the entire MFS ecosystem.
• Drive production support, vendor management, and SLA governance to meet performance targets.
• Ensure service reliability, continuous improvement, and compliance with regulatory requirements.
• Coordinate cross‑functional teams to align technology services with business objectives.
• Monitor and report on service metrics, incident trends, and improvement initiatives.

Required profile

• Minimum 10 years of experience in IT service delivery, operations, or related fields.
• BSc or MSc in Computer Science, Engineering, Information Technology, or a related discipline.
• Professional certifications such as ITIL, PMP, PRINCE2, COBIT, ISO 20000, ISO 27001, or Lean Six Sigma are highly desirable.
• Strong understanding of enterprise technology operations, cloud platforms, databases, middleware, networking, cybersecurity, and application support.
• Familiarity with Digital Financial Services, banking technologies, payment systems, and relevant regulations.

Required skills

• ITIL
• PMP
• PRINCE2
• COBIT
• ISO 20000
• ISO 27001
• Lean Six Sigma
• Cloud platforms
• Databases
• Middleware
• Networking
• Cybersecurity
• Application support