Head of IT Service Excellence

Job Description

Title: Head of IT Service Excellence

Company Name: ACI PLC

Vacancy: --

Age: At least 30 years

Job Location: Dhaka

Salary: --

Experience:

• 8 to 10 years
• The applicants should have experience in the following business area(s): Manufacturing (FMCG), Group of Companies

Bachelor's degree in Computer Science, Information Technology, Software Engineering, Management Information Systems (MIS), Business Administration, or a related discipline.

• 8 to 10 years
• The applicants should have experience in the following business area(s): Manufacturing (FMCG), Group of Companies

• Age At least 30 years

• 8-10 years of experience in IT Service & Excellence.

• Experience in FMCG, manufacturing, or pharmaceutical industries will be preferred.

• Drives high-quality, reliable, and customer-focused IT service delivery across the organization.

• Improves operational efficiency, service availability, and IT performance through standardization and automation.

• Establishes strong IT governance, SLA/KPI frameworks, and continuous improvement practices.

• Enhances employee experience and business productivity through proactive and responsive IT services.

• Strengthens IT resilience, cost optimization, and alignment of technology services with business goals.

ACI PLC, being one of the largest conglomerates in Bangladesh with a multinational heritage operates across the country through its five diversified strategic business units. 'Healthcare Division' is dedicated to improve the health of the people of Bangladesh through introduction of innovative and reliable Pharmaceuticals products.

'Consumer Brands Division' is adding value to the daily life of consumers through its Toiletries, Home Care, Hygiene, Electrical, Salt, Flour, Foods, Rice, Edible Oil, Paints and International Businesses. 'Agribusinesses Division' is the largest integrator in Bangladesh in Agriculture, Livestock and Fisheries. 'ACI Motors' is leading farm mechanization, motorcycle, commercial vehicles, construction equipment sector in Bangladesh. 'Retail Chain Division' is the largest retail chain in Bangladesh operating through more than 683 SHWAPNO outlets including 220 newly opened outlets across the country by touching the lives of over 100,000 customers each day. ACI and its subsidiaries contributed Taka 22,746 million to the National Exchequer during FY 2024-2025 in the form of duty and taxes

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