Head of IT Operations - With IT COO Succession Pathway

Salary Package: €60,000 to €90,000 incl KPIs

About Our Client

Our Client helps large scale businesses manage and improve their IT systems. The Company provides technical support, cloud services, cyber security and advice suited to each business's needs.

Role Overview

Heroix is working with our Client in the technology sector to appoint a Head of Operations who will report to the CEO and support senior management and Board level discussions on operational matters. This senior role calls for a leader who is closely involved with the technical team, sets clear expectations and helps the department deliver reliable service as the Business grows.

Importantly, this role has been structured as a senior leadership position with an executive progression pathway, with the successful candidate being considered for future progression into the position of Chief Operations Officer.

Key Responsibilities

Team Leadership: A strong motivator who can energise teams, create accountability, recognise achievement and inspire individuals to perform at their best.
Resource Planning: Direct the department's daily workload, assign people where they are needed most and make effective use of engineering capacity.
Service Delivery: Track customer feedback, agreed service targets, outstanding support requests, response times and project progress. Use the findings to improve the service customers receive.
Commercial Acumen: Understand the commercial impact of operational decisions, balancing service quality, resource utilisation, customer needs and profitability while identifying opportunities to improve efficiency and support business growth.
Incident Oversight: Take charge when serious service issues arise, coordinate the response and see difficult technical matters through to resolution.
Technical Direction: Advise on demanding infrastructure and cyber security work, assess proposed designs and encourage sound engineering practices and shared learning.
Standards and Improvement: Keep technical records dependable, uphold internal security and operating requirements, and identify practical ways to strengthen the department's work.

Qualifications, Skills, and Attributes

Experience: At least 8–10 years in IT infrastructure, enterprise technology or managed IT services, including a minimum of five years leading technical teams. Experience with a managed services provider would be an advantage.
Education: A bachelor's degree in Computer Science, Information Technology, Information Systems, Cyber Security or a related field is required. A relevant Master's Degree would be an advantage.
Language Skills: Excellent command of English is required to succeed in this role. The ability to communicate in Maltese would be an asset.
Communication Skills: Able to explain technical and operational matters clearly to colleagues, senior leaders and customers.
Interpersonal Skills: A supportive leader who can develop people, address performance concerns and build trust across teams.
Technical Skills: Broad knowledge of Microsoft systems, cloud environments, networks, virtualisation, data storage, backup and cyber security. Knowledge of ITIL, relevant vendor certifications, and experience with ISO 27001 or ISO 9000 practices would be beneficial.
Organisation: Comfortable coordinating several competing demands while keeping service commitments and project work on track.
Commercial Awareness: Understands how team capacity, service quality and customer relationships affect business performance.
Problem-Solving: Able to make sound decisions during complex incidents and find workable improvements to recurring issues.

What's on Offer

Compensation: A competitive remuneration package including bonuses related to KPIs.
Working Hours: Full-time opportunity.
Other Benefits: The opportunity to work with an engaged team, contribute to senior decisions and help shape how the Company serves its customers.
Career Development: A senior position with scope to develop the department and make a lasting contribution to the Business's growth.
Executive Progression Pathway: This role has been structured as a senior leadership position with an executive progression pathway, with the successful candidate being considered for future progression into the position of Chief Operations Officer.

What Heroix Offers

Confidentiality and Discretion: Your job search will be handled with the utmost confidentiality and professionalism.
CV Review: Receive candid and constructive feedback to enhance your CV.
Interview Planning: Get personalised preparation before your interviews.
Cultural Fit Assessment: Understand the Company's culture to assess whether it suits you.
Long Term: Gain insight into the role and the Business before making a lasting career move.
Exclusive Opportunities: Access a broader range of job opportunities.
Personalised Candidate Profile: Stand out with a detailed profile highlighting your strengths and skills.
Ongoing Support and Guidance: Benefit from support throughout your job search.
Networking Opportunities: Access roles through our network of industry contacts.
Time Efficiency: Save time through a focused recruitment process.
Tailored Job Matching: Explore opportunities suited to your skills and career goals.
Feedback Loop: Receive updates and feedback on the progress of your application.

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Licensed and regulated by the Government of Malta under DIER Agency Licence No. 00412-2025

Head of IT Operations - With IT COO Succession Pathway

Job Description