Head of Technology Operations

Overview

As the Head of Technology Operations at GSM in Abidjan, Côte d'Ivoire, you will be responsible for overseeing the technology operations function to ensure alignment with both regional and global strategic goals. Your role involves managing IT Support, Technical Operations, and Product Operations teams while driving operational excellence and smooth technology deployments across markets.

Key Responsibilities

• Lead and manage the Technology Operations team including IT Support, Technical Support, and Product Operations, driving alignment with business objectives.
• Oversee recruitment, onboarding, and continuous capability development of the local technology workforce.
• Foster a culture centered on innovation, agility, and ongoing learning within the team.
• Define key performance indicators, track performance, and provide coaching to enhance team productivity.
• Administer departmental resources, budgets, and vendor relationships tailored for the local market.
• Manage and resolve IT and product-related technical issues promptly to avoid operational disruptions.
• Provide hands-on assistance during critical outages and incidents and maintain detailed documentation of systems and procedures.
• Support audits and risk mitigation initiatives while refining incident management processes including escalation and communication protocols.
• Ensure compliance with service level agreements across IT support, vendors, and product teams.
• Identify potential risks proactively and enforce preventive measures to enhance operational resiliency.
• Coordinate smooth product launches including user acceptance testing and adoption across local markets.
• Align backlog, roadmaps, and feature requests between local market teams, Product, and Engineering departments.
• Monitor product performance post-deployment and manage issue resolution effectively.
• Guide localization, configuration, and adaptation of product features to meet specific market needs.
• Lead planning and execution of technology operations projects relevant to the India market.
• Manage technology budgets ensuring cost-effectiveness and negotiate vendor contracts with focus on quality service delivery.
• Supervise expenditure aligning it with strategic priorities and provide regular project updates for stakeholder alignment.
• Lead data collection and analysis of operational and market data to evaluate performance metrics like driver acceptance, customer behavior, tariff trends, and SLA adherence.
• Prepare regular performance and planning reports for local and global leadership teams and use data insights to recommend systemic and process improvements.

Qualifications & Skills

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• At least 8–10 years experience in IT operations or technology management roles.
• Demonstrated success in leading cross-functional technology teams at scale.
• Experience handling large-scale infrastructure and digital platform management.
• Knowledge of ride-hailing, mobility, or logistics technology is advantageous.
• Strong leadership with excellent decision-making capabilities.
• Effective communication skills for managing diverse stakeholders.
• Strategic thinker with a proactive, hands-on approach.
• High adaptability, capable of thriving in a fast-moving, dynamic environment.
• Committed to sustainability and fostering innovation.
• Comprehensive understanding of IT operations, infrastructure, and cybersecurity.
• Familiarity with Indonesian regulatory and compliance frameworks.
• Proficient in data analytics and performance monitoring methods.
• Experienced in project and vendor management along with budgeting and financial planning for technology operations.
• Skilled in technical troubleshooting, root cause analysis, crisis and incident management.