IT Excellence & Support Manager

About the Role

We are seeking an experienced IT Excellence & Support Manager to join our IT department, reporting directly to the Executive Director, IT. This pivotal role is responsible for ensuring strategic alignment, effective performance management, and insightful operational analysis across the entire IT department. You will serve as a key partner to IT leadership and delivery teams, enhancing execution discipline, transparency, and decision-making through the implementation of robust performance frameworks, analytics, and governance structures.

Key Responsibilities

• Spearhead the creation and ongoing enhancement of IT-wide performance and execution frameworks, translating enterprise and IT strategies into defined objectives, key performance indicators (KPIs), targets, and metrics for operational, change, and transformation initiatives.
• Collaborate closely with IT leadership (Function Heads) to shape and disseminate strategic priorities into structured dashboards and performance views that facilitate senior-level oversight and informed decision-making.
• Take ownership of the design, quality, and consistency of IT performance dashboards, management packs, and analytical insights, ensuring a unified and reliable view across all IT domains for reviews, steering committees, and executive forums.
• Drive in-depth performance analysis across IT portfolios and services to pinpoint delivery risks, identify capacity constraints, uncover efficiency opportunities, and determine the root causes of underperformance.
• Convert complex operational, delivery, and financial data into clear, evidence-based insights and practical, actionable recommendations for senior IT and business stakeholders.
• Lead detailed reviews on critical IT topics, including major programs, service performance, cost optimization, operational resilience, and transformation efforts.
• Function as a central coordination and enablement hub for IT teams, supporting the prioritization, planning, and tracking of key initiatives while ensuring alignment with established objectives and timelines.
• Establish and maintain IT performance governance standards, encompassing KPI definitions, data ownership protocols, reporting frequencies, documentation requirements, and control mechanisms to boost transparency, comparability, and data credibility.
• Engage cross-functionally with Operations teams to ensure IT priorities are harmonized with broader organizational objectives and performance management processes.
• Provide quality assurance and constructive challenge on performance narratives, delivery status updates, and management information presented in senior-level forums.
• Prepare and oversee the creation of high-quality, executive-ready materials, including dashboards, analyses, and board-level presentations, for IT leadership reviews, steering committees, and executive management discussions.
• Mentor and guide junior team members, fostering high standards for analytical rigor, effective communication, and strong stakeholder engagement.

Key Requirements

• Possess approximately 10+ years of professional experience, with a significant portion ideally gained in a leading management consulting firm (e.g., McKinsey, BCG, Bain, Kearney, Oliver Wyman, Roland Berger, Accenture, or similar), demonstrating strong exposure to IT, digital, or technology-driven transformations.
• Proven track record in developing IT strategy, optimizing IT operating models, and managing digital transformations within complex organizational structures.
• Substantial hands-on experience with IT performance management aspects, such as service KPIs, delivery metrics, portfolio tracking, operational dashboards, cost-performance trade-offs, or transformation progress monitoring.
• Demonstrated capability to structure ambiguous challenges, analyze complex datasets, and translate findings into clear insights and actionable recommendations for senior leadership.
• A history of successfully influencing and collaborating with senior executives, alongside effective partnership with delivery and operational teams.
• Experience operating within multi-stakeholder, cross-functional, and international environments.
• Exceptional communication and storytelling abilities, with a talent for producing concise, executive-level documentation.
• Proficiency in advanced PowerPoint and Excel; familiarity with performance management tools, reporting platforms, dashboarding software, or IT management systems (e.g., service management, portfolio management, analytics tools) is highly advantageous.

Additional Information

This role requires a strategic thinker with strong analytical and leadership capabilities, adept at driving performance and alignment within a dynamic IT department.