Head of IT Service Excellence

Company Name: ACI PLC

Location: Dhaka

Job Type: Full-Time

Workplace Type: Full-time

Job ID: IJOB202660899

ACI is one of Bangladesh's leading conglomerates, operating across Pharmaceuticals, Consumer Brands, Agribusiness and Retail with a clear mission to improve quality of life through responsible growth and innovation. Guided by integrity and driven by impact, we build trusted brands while empowering talent to lead, innovate and grow. From Bangladesh to global markets, ACI offers a high-impact growth mandate, exposure to leadership and the opportunity to build at scale within a purpose-driven, performance-oriented culture.

The Head of IT Service Excellence is responsible for the stability, availability, security, and performance of ACI Group's IT infrastructure, systems, and end-user services across all business units and locations. The role leads IT service delivery, infrastructure operations, incident and problem management, and the IT service desk function, ensuring reliable and efficient IT operations that support uninterrupted business continuity, while building and developing a high-performing operations team.

What You Will Do

• Lead IT service delivery, ensuring reliable infrastructure, network, cloud, and end-user services.
• Define and enforce SLAS, OLAs, and standardized IT operational processes.
• Manage incident, problem, and service desk operations for timely issue resolution.
• Oversee servers, networks, cloud, data centers, and end-user computing environments.
• Ensure effective monitoring, patching, capacity planning, and change management.
• Lead and develop the IT Operations team while ensuring 24/7 service readiness.
• Manage vendors and service providers to achieve agreed SLA performance.
• Maintain Business Continuity and Disaster Recovery readiness across critical systems.
• Manage the IT Operations budget and optimize operational costs and resources.
• Report operational performance, risks, and improvements to IT leadership.
  
  

Reports to: Head of IT Strategy & Business Partner

Requirements

• Experience: 8-10 years
• Education: bachelor of science in information technology (it)
• Skills: it service delivery, it operations, aci, it infrastructure management, acd management, acis, it strategy, itinfrastructure, it strategy development, cisco technologies
  
  

Last Date of Application: 12 September 2026