Head of IT (BPO Services)

What you'll do:

As Head of IT, you will be at the forefront of shaping how technology empowers every aspect of this leading BPO provider’s operations. Your day-to-day responsibilities will involve collaborating closely with executive stakeholders to design forward-thinking strategies that position the company as a frontrunner in digital BPO services. You will guide your team through complex projects involving cutting-edge technologies like RPA, AI-driven analytics, omnichannel communication platforms, and secure cloud environments. By championing a digital-first mindset across departments, you will help embed flexibility into workflows while ensuring rigorous compliance with regulatory frameworks such as PDPA and ISO27001. Your ability to manage vendor partnerships effectively will be crucial in maintaining seamless IT operations that support both current needs and future ambitions. Through your mentorship and commitment to professional development, you will cultivate an environment where knowledge is shared freely and every team member feels empowered to contribute their best work.

• Formulate and execute the organisation’s digital transformation strategy in alignment with business objectives and global best practices within the BPO sector.
• Identify, evaluate, and implement advanced technologies including robotic process automation (RPA), artificial intelligence (AI), omnichannel customer experience platforms, analytics tools, and cloud-based solutions to drive operational excellence.
• Foster a digital-first culture by leading change management initiatives that encourage collaboration and knowledge sharing across all levels of the organisation.
• Oversee all aspects of IT infrastructure management including network architecture, telephony systems, data centre operations, hardware/software inventory control, and regular audits to ensure accuracy and compliance.
• Continuously assess and upgrade the technology stack to meet evolving compliance standards such as PDPA and ISO requirements while supporting client mandates.
• Lead the journey towards ISO27001 certification by enforcing IT policies and procedures that strengthen cybersecurity posture throughout the business.
• Manage relationships with IT vendors and outsourced partners to ensure effective service delivery while overseeing IT budgets to align investments with return on investment (ROI) targets and strategic growth plans.
• Drive tool development or adoption initiatives aimed at digitising and automating key business processes for enhanced efficiency.
• Champion award applications that recognise digital leadership within the industry by identifying areas of excellence and coordinating submissions.
• Provide mentorship to IT teams by nurturing talent development, promoting inter-personal skills, and building a dependable support network.

What you bring:

To excel as Head of IT in this dynamic environment, you will bring extensive experience gained from senior IT roles within BPO or similar sectors where operational complexity meets high expectations for service delivery. Your background should reflect not only technical proficiency but also a genuine passion for nurturing collaborative teams who share knowledge openly. You are adept at translating strategic vision into actionable roadmaps that deliver measurable results—whether through deploying new technologies or refining existing processes for greater efficiency. Your interpersonal skills enable you to build trust across diverse groups while your analytical abilities ensure decisions are always informed by reliable data. A strong sense of responsibility towards compliance underpins everything you do; you understand how critical it is to maintain robust security postures without compromising agility or innovation. Above all else, your enthusiasm for mentoring others sets you apart as someone who inspires loyalty while fostering personal growth among colleagues.

• Bachelor’s degree in computer science, information technology, engineering or related discipline is required; Master’s degree or MBA is highly desirable for broader strategic insight.
• Minimum 12 years’ proven experience in IT leadership roles with at least 5 years spent within BPO or Global Business Services environments demonstrating deep sector understanding.
• Demonstrated success in leading large-scale digital transformation initiatives from conception through execution within enterprise settings.
• Comprehensive knowledge of BPO-specific technologies including CRM systems, automation tools (such as RPA), telephony platforms, omnichannel solutions, analytics suites, and cloud infrastructure management.
• Strong grasp of IT infrastructure fundamentals encompassing hardware lifecycle management, software deployment strategies, networking protocols, data centre operations, inventory control processes, and audit methodologies.
• Experience managing complex vendor relationships alongside responsibility for significant IT budgets aligned with organisational ROI objectives.
• Familiarity with international compliance standards such as PDPA (Personal Data Protection Act), ISO27001 certification processes including policy enforcement mechanisms.
• Exceptional communication skills enabling effective stakeholder engagement at all organisational levels coupled with an empathetic approach to team building.
• Analytical mindset capable of leveraging data-driven insights for continuous improvement while maintaining sensitivity towards cybersecurity risks affecting business continuity.
• Certifications such as ITIL Foundation/Practitioner status or PMP project management credentials are advantageous; ISO27001 Lead Implementer/Lead Auditor certification would be beneficial.

What sets this company apart:

This organisation stands out as one of Malaysia’s most respected Business Process Outsourcing providers—renowned for its commitment to delivering exceptional customer experiences across multiple industries. With ambitious plans underway for an Initial Public Offering (IPO), it offers unparalleled opportunities for career progression at a time when your contributions can have lasting impact on both company culture and market reputation. Employees benefit from flexible working arrangements designed to promote work-life balance alongside access to ongoing training programmes that support continuous learning. The leadership team is dedicated to creating an inclusive workplace where every voice matters; they actively encourage open communication channels so ideas can flourish regardless of hierarchy. By joining this forward-thinking company during its next phase of growth leadership evolution, you’ll become part of a supportive network that values dependability just as much as innovation—making it an ideal destination for professionals seeking both challenge and fulfilment in equal measure.

What's next:

If you are ready to take your career to new heights by shaping the future of technology within a thriving BPO environment on the brink of exciting expansion—this is your moment!