Director Solutions

The Director of Solutions plays a pivotal role in overseeing the operational management, support, and monitoring of digital platforms and applications within e-government programs. This position ensures uninterrupted service delivery and optimal performance in line with organizational mandates for operations and maintenance. The role requires strong leadership to manage enterprise-scale digital transformation initiatives, guide multidisciplinary technical teams, and uphold service quality across government or large-scale ICT projects.

Key Responsibilities

Lead the operations and support of government digital platforms and applications, ensuring continuous service availability and reliability. Oversee operational monitoring, incident management, and service performance to maintain high service levels. Drive digital transformation efforts focused on improving service delivery, operational efficiency, and user experience. Manage application support services, including issue resolution, service requests, and operational problem management. Monitor platform performance, availability, and key operational metrics, ensuring timely escalation and resolution of issues. Direct data management, operational reporting, and analytics related to platform performance to inform decision-making. Ensure all technology improvements comply with organizational standards, operational procedures, service management frameworks, and security requirements. Supervise platform operations and support teams by providing guidance on application support, platform monitoring, operational coordination, and service management practices. Collaborate closely with engineering and infrastructure teams to maintain operational stability and resilience. Prepare periodic reports detailing operational performance, service availability, and recommendations for continuous improvement. Foster the growth and development of platform operations and support teams by promoting operational excellence, knowledge sharing, process improvements, and adoption of industry best practices.

Required Qualifications

A minimum of sixteen (16) years of formal education, with a Master’s degree preferred. At least 10 to 12 years of experience in IT operations and application support. A minimum of 3 to 4 years in a senior leadership role. Proven track record managing enterprise-scale digital transformation projects and leading multidisciplinary technical teams. Experience working with outsourced technology delivery models and involvement in government or large-scale ICT projects.

Preferred Qualifications and Benefits

Professional certifications such as Agile, Scrum, PMP, TOGAF, ITIL, or equivalent are highly valued. Strong competencies in operational leadership, problem-solving, communication, and team management are essential. Expertise in platform operations, application support, service management, and operational analytics is preferred. This role offers the opportunity to lead critical digital initiatives that significantly impact government service delivery and operational excellence. It requires a strategic thinker with a robust technical background and the ability to effectively manage complex, large-scale IT environments.