IT Excellence & Support Manager

* IT Excellence & Support Manager within the IT department reporting to Executive Director, IT. * Responsible for driving strategic alignment, performance management, and operational insight across the IT department. * The role acts as a trusted partner to IT leadership and delivery teams, strengthening execution discipline, transparency, and decision‑making through robust performance frameworks, analytics, and governance.

Key Responsibilities:

• Lead the development and continuous refinement of IT‑wide performance and execution frameworks, translating enterprise and IT strategy into clear objectives, KPIs, targets, and metrics across Run, Change, and Transform agendas.
• Partner with IT leadership (Function heads) to shape and cascade strategic priorities into structured dashboards and performance views that enable senior‑level oversight and decision‑making.
• Own the design, quality, and consistency of IT performance dashboards, management packs, and insights, ensuring a single, trusted view across IT domains for reviews, steering committees, and executive forums.
• Drive structured performance analysis across IT portfolios and services, identifying delivery risks, capacity constraints, efficiency opportunities, and root causes of underperformance.
• Translate complex operational, delivery, and financial data into clear, fact‑based insights and actionable recommendations for senior IT and business stakeholders.
• Lead deep‑dive reviews on priority IT topics, such as major programs, service performance, cost efficiency, operational resilience, or transformation initiatives.
• Act as a central coordination and enablement layer across IT teams, supporting prioritization, planning, and delivery tracking of key initiatives while ensuring alignment to agreed objectives and timelines.
• Define and maintain IT performance governance standards, including KPI definitions, data ownership, reporting cadence, documentation, and controls, to improve transparency, comparability, and data credibility.
• Work cross‑functionally with Operations teams to ensure alignment of IT priorities with broader organizational objectives and performance processes.
• Provide quality assurance and challenge on performance narratives, delivery status, and management information presented to senior forums.
• Prepare and oversee high‑quality, executive‑ready materials (dashboards, analyses, and board‑level slides) for IT leadership reviews, steering committees, and executive management discussions.
• Coach and guide junior team members (where applicable), setting high standards for analytical rigor, storytelling, and stakeholder engagement.

Key Requirement:

• Around 10+ years of professional experience, ideally including time in a top‑tier or well‑regarded management consulting firm (e.g. McKinsey, BCG, Bain, Kearney, Oliver Wyman, Roland Berger, Accenture, or similar), with strong exposure to IT, digital, or technology‑enabled transformations.
• Proven experience working on IT strategy, IT operating models, digital transformation management in complex organizations.
• Strong hands‑on experience with IT performance topics, such as service KPIs, delivery metrics, portfolio tracking, operational dashboards, cost/performance trade‑offs, or transformation tracking.
• Demonstrated ability to structure ambiguous problems, work with complex datasets, and turn analysis into clear insights and practical recommendations for senior stakeholders.
• Track record of influencing and partnering with senior leaders and working effectively with delivery and operational teams.
• Experience working in multi‑stakeholder, cross‑functional, and international environments.
• Excellent communication and storytelling skills, with the ability to produce concise, executive‑level materials.
• Advanced PowerPoint and Excel skills; familiarity with performance tools, reporting platforms, dashboards, or IT management systems (e.g. service management, portfolio tools, analytics platforms) is a strong advantage.