Head of IT Operations Job at Hugo

Hugo is a Future-of-Work company. We build and manage remote teams in black communities for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and omnichannel support solutions that ultimately yield more inclusive outcomes for both black communities globally and our clients.

We are recruiting to fill the position below:

Job Position: Head of IT Operations

Job Location: Lagos

Role Overview

• Over the last two years, Hugo has experienced tremendous growth. We’ve grown to a community of 1,200 FTEs, expanded into four new countries, and evolved our client base from just unregulated start-ups to publicly listed tech behemoths.
• To maintain this trajectory, we need to "level up" our IT operations and IT infrastructure, and we are looking for an experienced IT enthusiast to build and own our IT operations and administration org., as we prepare for the next stage of growth.
• The ideal candidate is an exceptionally organized, methodical and hands-on leader with extensive experience and deep expertise in IT operations.
• As part of your role helping lead IT Operations, you will work closely with the Information Security, Governance and Risk team, and Operations team. This role requires physical presence in one of our operating markets/offices. Travel to other operating markets will be required.

Key Responsibilities
Manage and lead Hugo’s IT Operations and Networking teams to: 

• Implement, manage and constantly improve a secure, stable, cost-effective, scalable and high-performing IT infrastructure (hardware, software, network and processes) for both WFH (work-from-home) and secure-site service delivery teams.
• Coordinate the enterprise-wide IT Operations planning and financial management  to ensure that the network is maximizing its assets/capabilities and minimizing disruptions in service. This includes preparation of business cases and accurate reporting and forecasting of IT spend (budgeting).
• Develop a system of KPIs and metrics to measure and monitor the effectiveness of IT operations through a single dashboard and drive continuous improvement of these metrics.
• Build and manage an efficient IT assets management system: end-to-end process of planning, selecting, purchasing, maintaining, tracking and retiring of IT assets and devices.
• Lead the implementation of an effective IT helpdesk ticketing and support function.
• Develop and implement business continuity processes to minimize disruption to operations.
• Effectively communicate and maintain visibility of key activities, events, and requirements impacting IT infrastructure.
• Develop policies, procedures, standards and guidelines for IT operations, lead their approval, dissemination, maintenance, and full compliance.
• Select and manage vendors and IT partners. Leverage industry knowledge and negotiation skills to secure cost-effective and innovative solutions that help us achieve our business goals.
• Ensure all IT infrastructure is fully compliant with industry standards and best practices. 

Qualifications

• Bachelor's Degree in Computer Science, Information Systems or a related field from a globally recognized institution.
• 10+ years in progressively responsible technology roles with accountability for complex IT infrastructure and IT Operations projects at an enterprise scale.  
• 3+ years in a senior leadership role, supervising IT Operations teams.
• Master’s Degree preferred.
• A combination of relevant experience and qualifications would be accepted in lieu of a university degree in the listed fields.
• Operational IT experience with a user base of 1,000+ employees would be a plus.
• Experience at a growth-stage company/environment is required.
• Excellent knowledge of technology deployments including: automation and workflows, identity management, IT systems architectures, process optimization, networks and network solutions, etc.
• Knowledge of the latest technological advances that could benefit the company, including information security best practices, industry trends, tools, and change management.

About You:

• Business-minded IT leader with a proven track record.
• Can convey highly technical concepts to non-technical people (employees, management team, board members, etc.).
• A perfectionist at heart with exceptional attention to detail.
• Builder with demonstrable people management and systems leadership experience.
• Passionate about your field / industry.
• Passionate about our mission (or a connection to Africa).

What We Offer

• A competitive compensation and benefits package.
• A business model that makes sense for Africa. Hugo provides clear value to both our clients and the people we employ; we are insulated from local currency fluctuations; and we are growing. 
• Opportunity to apply corporate finance experience in a fast-growing entrepreneurial environment.
• A high-caliber, fun team committed to the continent.
• Opportunity to have a large-scale impact.