Head, Technology Service Delivery

BRAC International is Hiring! Join BRAC International to create opportunities for people to realise their potential.

Position: Head, Technology Service Delivery

Job Location: Dhaka, Bangladesh

Application deadline: September 26, 2026

About the Role:

BRAC International (BI) is seeking Head, Technology Service Delivery in BI's Dhaka Central office who will be responsible for ensuring the reliable, secure, and efficient delivery of technology services across BRAC International. The role provides strategic and operational leadership for enterprise applications, infrastructure, cybersecurity, IT service management, user support, integrations, and technology operations across all country offices. The position ensures high service availability, strong governance, operational excellence, and continuous improvement while enabling business functions through dependable technology services. S/he will also ensure that the core values and mission of BI are upheld, promoted, followed, and applied across Technology team at BI.

Key Responsibilities:

• Develop and execute the technology service delivery strategy aligned with organisational priorities, ensuring reliable, secure, and business-focused technology services across all operating countries.
• Lead the day-to-day operation of enterprise technology services, ensuring high availability, stability, and performance of all technology platforms and services.
• Oversee the implementation, support, enhancement, and lifecycle management of all enterprise applications other than Oracle Fusion Cloud ERP, ensuring they continue to meet evolving business needs.
• Manage the organisation's cloud infrastructure, networks, servers, storage, backup, disaster recovery, and endpoint services to ensure secure and resilient operations.
• Establish and continuously improve IT service management processes, including incident, problem, changes, release, configuration, and service request management, in line with industry best practices.
• Lead cybersecurity operations by strengthening preventive, detective, and responsive security controls, ensuring compliance with organisational security policies and relevant regulations.
• Oversee enterprise system integrations, APIs, middleware, and data exchange mechanisms to ensure seamless interoperability and data integrity across business applications.
• Ensure the availability, performance, and continuous enhancement of enterprise reporting, dashboards, and business intelligence platforms to support informed decision-making.
• Develop and maintain technology standards, policies, procedures, and operational controls while ensuring compliance with internal governance frameworks, donor requirements, and regulatory obligations.
• Manage relationships with technology vendors and service providers, ensuring contractual compliance, service quality, cost-effectiveness, and continuous performance improvement.
• Prepare and manage operational technology budgets, optimize resource utilization, and ensure effective planning and execution of technology operational initiatives.
• Lead, mentor, and develop technology teams while fostering a culture of collaboration, accountability, continuous learning, and service excellence.
• Lead the risk management process, ensuring that risks and issues are identified, documented, escalated, and mitigated. Ensure business continuity planning and contingencies during critical ERP milestones.
• Provide functional leadership and guidance to Country IT teams, promoting consistent technology standards, operational excellence, and knowledge sharing across all countries.
• Build strong partnerships with business units, country leadership, regional teams, and external stakeholders to understand business needs and ensure technology services effectively support organisational objectives.
• Identify, assess, and mitigate operational technology risks while ensuring proactive monitoring, effective issue resolution, and continuous improvement of technology resilience and service reliability.

Safeguarding responsibilities:

• Establish a safeguarding culture by implementing the safeguarding policies, taking programme decisions with the do-no-harm principle, mitigating safeguarding risks and maintaining a safe working environment where staff feel encouraged to voice concerns without fear of retaliation.
• Ensure 100% of team members, partners and service providers have access to and receive mandatory training on the safeguarding policies and reporting channels.
• Introduce a mandatory safeguarding agenda in monthly meetings for continuous dialogue & reminders as part of creating a safeguarding culture.
• Report safeguarding incidents witnessed or experiences to the Safeguarding department. For known cases, maintain neutrality, be sensitive and non-judgemental to victims/survivors, and cooperate with organisational investigations providing accurate information as needed.

Academic Qualifications:

• Bachelor’s/ Master’s degree in Computer Science/ Information Technology/ or any relevant discipline.

Experience Requirements:

• Minimum 10 years of progressive experience in enterprise IT, technology operations, or digital service delivery.
• At least 5 years in a leadership role managing global or multi-country technology operations.
• Demonstrated experience managing enterprise applications, cloud infrastructure, cybersecurity, and IT service management.
• Experience working in international NGOs, multinational organisations, or complex matrix environments is highly desirable.

Required Skills, Competencies & Knowledge:

• Strong knowledge of enterprise technology operations, IT service management (ITSM), cloud infrastructure, cybersecurity, enterprise applications, and technology governance to ensure reliable and secure service delivery.
• Strong leadership and people management skills to lead multidisciplinary teams, build technical capability, and foster a culture of accountability, collaboration, and continuous improvement.
• Excellent analytical, problem-solving, and decision-making skills to resolve complex technical issues, manage operational risks, and support business continuity.
• Sound project, vendor, and financial management skills to oversee operational initiatives, manage service providers, optimise technology investments, and ensure value for money.
• A strategic mindset with the ability to drive innovation, adopt emerging technologies, and align technology services with organisational priorities while ensuring operational excellence.
• Proven track record in leading geographically distributed teams and managing external technology vendors.
• Analytical mindset with problem-solving orientation and adept at budget management and delivering value for money in technology investments.
• Excellent verbal communication skills in English to build strong engagement with IT team and cross functional stakeholders.
• Mobile and flexible mindset for international travel as required.
• Flexible to work from distant location.
• Possess high ethical and moral standards.

About BRAC International:

BRAC International (BI), a leading non-profit organisation, is on a mission to empower people and communities facing poverty, illiteracy, disease, and social injustice. Our vision is to create a world free from exploitation and discrimination, where everyone has the opportunity to realise their potential. We design proven, scalable solutions that equip people with the support and confidence they need to achieve their potential.

BRAC was founded in Bangladesh in 1972 and over the last five decades has grown to become one of the world’s largest non-governmental organisations (NGOs), reaching over 100 million people. We started our first international operation by venturing into Afghanistan in 2002, building on lessons from our work in Bangladesh to support a nation devastated by war. Currently operating in 14 countries across Asia and Africa. Born, proven and led in the Global South, BRAC International brings a unique Southern perspective and commitment to continuous learning, providing a depth of insight, experience and evidence to meet the needs of diverse communities with humility and courage across Asia and Africa. To learn more about BRAC International, please visit www.bracinternational.org

Our Core Values:

Integrity: We approach our work with honesty and integrity.

Innovation: We innovate and iterate to improve our impact.

Inclusiveness: We foster inclusion to reach those who need it most

Effectiveness: We strive for effectiveness to better serve people in poverty

If you feel you are the right match for the above-mentioned position, please follow the application process to grab your dream opportunity!

External candidates send your updated Resume mentioning the position name in the subject line to [email protected]

Internal candidates are recommended to apply with their latest Resume with BRAC PIN and email to [email protected] copying their immediate reporting manager.

BRAC is committed to safeguarding children, young people and adults, and expects all employees and volunteers to share the same commitment. We believe every stakeholder and every member of the communities we work with has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation - regardless of age, race, religion, and gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure include extensive background checks and disclosure of criminal records in order to ensure safeguarding to the fullest extent.

“BRAC International is an equal opportunities employer”