Vice President, Technology Solution Service Delivery and AI Security Operations

Position Overview:
Reporting to the Head of Technology, this role leads technology service delivery across the company, ensuring business needs and service levels are met.
The role manages IT processes, outsourced service providers, and technology solutions that support the company’s digital strategy and internal stakeholders.
It also oversees AI and cybersecurity operations, including AI agent performance, governance, inventory, and compliance with internal security standards.
The role leads day-to-day support operations, drives service improvements, and acts as the main point of contact for service delivery, IT security response, incident management, business continuity, and crisis management matters.
The role also manages third-party partners and supports contracts, budget, cost, and financial planning for the Technology function.

Specific Responsibilities:

Service Delivery:
Key Responsibilities
Lead technology project implementation, including requirements gathering, testing, user acceptance, and delivery oversight.
Manage service delivery quality, service levels, stakeholder satisfaction, and continuous improvement plans.
Maintain IT service catalogue, support levels, service delivery plans, policies, SOPs, and change control processes.
Oversee IT disaster recovery, audits, risk remediation, recurring incident management, and performance reporting.
Lead IT incident response with service providers and stakeholders, ensuring alignment with Cyber IRP, Business Continuity, and Crisis Communication plans.
Build strong relationships with business stakeholders, partners, and technology teams, and provide project management support when required.

AI & Cybersecurity Security Operations:
Key Responsibilities:
Oversee daily AI and cybersecurity operations across deployed agents, models, and related platforms.
Monitor AI deployment, usage, performance, lifecycle management, and enterprise agent inventory.
Apply relevant AI governance, risk, and security frameworks, including MAS Veritas/MindForge and SAFR guidelines.
Track AI usage and operational metrics through Microsoft Foundry and support incident monitoring, issue resolution, and continuous improvement.
Partner with technology, risk, and business teams to strengthen AI governance and security controls.

Knowledge/ Experience Requirements
Minimum 8 years’ IT experience in a regulated financial industry environment.
Degree in Computer Science, Engineering, or a related discipline; relevant certifications such as Azure, AWS, PMP, CSP, CCSP, ITIL, or COBIT are advantageous.
Experience in service delivery, operations, change management, project management, and stakeholder management.
Knowledge of service delivery, asset management, cloud platforms, SaaS/IaaS/PaaS, DevOps, and transaction-based banking systems is preferred.
Experience in cybersecurity, technology operations, AI operations, AI agent governance, monitoring, lifecycle management, and relevant AI risk/security frameworks.
Strong communication, people management, collaboration, hands-on problem-solving, and interpersonal skills.