IT Excellence & Support Manager

About the role

The IT Excellence & Support Manager will report to the Executive Director of IT and act as a trusted partner to IT leadership. The role focuses on aligning strategy, improving performance management, and providing operational insight across the entire IT department.

Key responsibilities

• Develop and continuously refine IT‑wide performance and execution frameworks, translating strategy into clear objectives, KPIs, targets and metrics for Run, Change and Transform agendas.
• Partner with function heads to cascade strategic priorities into structured dashboards and performance views for senior‑level oversight.
• Own the design, quality and consistency of IT performance dashboards, management packs and insights for reviews, steering committees and executive forums.
• Drive performance analysis across IT portfolios, identifying delivery risks, capacity constraints, efficiency opportunities and root causes of under‑performance.
• Translate complex operational, delivery and financial data into fact‑based insights and actionable recommendations for senior stakeholders.
• Lead deep‑dive reviews on priority topics such as major programs, service performance, cost efficiency, operational resilience or transformation initiatives.
• Coordinate and enable IT teams in prioritisation, planning and delivery tracking while ensuring alignment to agreed objectives and timelines.
• Define and maintain IT performance governance standards, including KPI definitions, data ownership, reporting cadence and controls.
• Work cross‑functionally with Operations to align IT priorities with broader organisational objectives.
• Prepare executive‑ready materials (dashboards, analyses, board‑level slides) for IT leadership reviews and steering committees.

Required profile

• Approximately 10+ years of professional experience, preferably with a top‑tier management consulting firm.
• Strong exposure to IT, digital or technology‑enabled transformations.
• Proven experience in IT strategy, operating models and digital transformation initiatives.

Required skills

What we offer

• Opportunity to influence IT strategy and performance at an executive level.
• Collaborative environment with senior IT leadership.
• Access to high‑visibility projects and transformation programmes.