ACI is Hiring | Head of IT Service Excellence
Company: ACI
Position: Head of IT Service Excellence
Location: Dhaka, Bangladesh
Employment Type: Full-Time
Reports To: Head of IT Strategy & Business Partner
Experience: 8–10 years
About the Role:
ACI is looking for an experienced IT professional to lead IT service delivery, infrastructure operations, incident management, service desk operations, and end-user services across the organization.
The role will focus on ensuring stable, secure, reliable, and efficient IT operations while maintaining business continuity and developing a high-performing IT Operations team.
Key Responsibilities:
• Lead IT service delivery across infrastructure, network, cloud, and end-user services.
• Define and implement 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.
• Ensure Business Continuity and Disaster Recovery readiness for critical systems.
• Manage the IT Operations budget and optimize operational costs and resources.
• Report operational performance, risks, and improvement initiatives to IT leadership.
What You Bring:
• Strong ability to drive reliable and customer-focused IT service delivery.
• Experience in improving operational efficiency, service availability, and IT performance through standardization and automation.
• Strong understanding of IT governance, SLA/KPI frameworks, and continuous improvement.
• Ability to enhance employee experience and business productivity through proactive IT services.
• Strong focus on IT resilience, cost optimization, and alignment of technology services with business goals.
Qualifications:
• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, MIS, Business Administration, or a related discipline.
• 8–10 years of experience in IT Service & Excellence.
• Experience in FMCG, manufacturing, or pharmaceutical industries will be preferred.
About ACI:
ACI is one of Bangladesh’s leading conglomerates, operating across Pharmaceuticals, Consumer Brands, Agribusiness, and Retail. The organization focuses on responsible growth, innovation, talent development, and building trusted brands in Bangladesh and global markets.
Interested and qualified candidates are encouraged to apply before the deadline.
