Director of ICT NGO Job Imagine Worldwide

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Key Responsibilities

The Director of ICT Services will be responsible for the strategic leadership and end-to-end management of our ICT operations globally. This role requires a strong blend of technical expertise and leadership skills to define, deploy, and manage our network and telecommunications infrastructure and IT services, and serve as the critical link between regional ICT teams and our central operations. The Director of ICT Services is required to deliver on our vision of: connectivity for more schools – even in remote areas; reliable data collection and transmission for visibility, monitoring and program improvements; adoption of industry standards for system administration and software updates, data privacy and cybersecurity; implementation of ICT SOPs and policies; and lastly training and coaching digital-literacy skills amongst all team members for maximum agility and productivity. Responsibilities include, but are not limited to the following:

Network Infrastructure Procurement and Management:

• Own and drive our strategic plan for regional network infrastructure, ensuring secure, scalable, and cost-efficient connectivity for thousands of schools across our scale countries, Malawi, Sierra Leone, Tanzania;
• Own and maintain key relationships with Mobile Network Operations and related IT service suppliers, as required, including budgets, cost analysis and vendor negotiation;
• Establish and manage enterprise-grade private APNs to manage network traffic to reliable services, limit traffic to designated services, maintain tight controls for reverse billing to contain data costs, and perform audits and cost reconciliations with operator bills;

Identify and pursue opportunities for subsidized data costs to support our programs.Cross-Region IT Services Management:

• Develop, maintain, and enforce best practices and tech Standard Operating Procedures (SOPs) across global and country teams to support program deployment and ongoing operations;
• Provide strategic oversight and hands-on support to country IT teams, ensuring that local initiatives and practices are in line with organisational standards;
• Provide oversight, support, and maintenance guidance for all ‘tech in the classroom’ in collaboration with country teams and Supply Chain teams, to maximize the smooth running of tablet learning sessions;
• Implement and manage a robust helpdesk ticketing system to track issues in the field that affect any of the ‘tech in the classroom’, for easy monitoring, escalation, and rapid resolution;
• Engage with country teams and field staff to articulate, document, and resolve support issues as they arise, and escalate to technology and supply chain teams as required;
• Serve as the primary technical liaison with hardware suppliers (e.g., GL.iNet, Juma) to address ongoing issues with routers, tablets, headphones, and related classroom devices;
• Work closely with country teams to diagnose root causes of hardware failures and implement consistent device standards (e.g., tablet serial number protocols, RFID tagging).
• Oversee firmware and software updates on router management platforms (e.g., GoodCloud), escalating issues where required.
• Develop and conduct training programmes aimed at building the capacity and advanced technical skills of local teams;
• Coordinate and communicate across functional teams to manage system upgrades, technology integrations, and new service deployments.

Risk, Data, and Security Management:

• Devise and implement cybersecurity strategies and disaster recovery plans to mitigate risks and safeguard assets;
• Maintain and administer robust data governance policies and procedures crucial for ensuring data quality, privacy, security, and compliance;
• Regularly review and update IT policies to remain compliant with industry standards and legal regulations;
• Act as the Data Protection or Data Compliance Officer for the organisation, as required by any regulations;
• Manage the sharing of program data with 3rd parties, upholding terms
• Manage data breaches in collaboration with the Head of Technology, including reporting and communications.

Internal IT Support:

• Manage the IT support and infrastructure for the geographically distributed team using cloud services only (~60 pers), both the global team as well as country teams in Malawi, Tanzania, Sierra Leone (max of 15 people each);
• Ensure seamless operation of internal communication and collaboration systems (e.g. Google Suite, Asana, Slack), setting up and managing integrations and automations to maximize efficiencies;
• Onboard, train and coach all Imagine team members on the utilization of digital tools for work, enabling optimal productivity and agility across the organisation;
• Coordinate access management, request fulfilment, and problem resolution, ensuring minimal disruption to business operations.

Requirements

Minimum Qualifications

• A Bachelor’s degree or higher in Information Technology, Networking, Computer Science, Engineering, or a related field is preferred.
• A minimum of 8–10 years of progressive experience in IT management or technical leadership roles, with a proven track record in managing global IT operations and infrastructure. Preferred candidates will have experience in IoT-based environments, telecommunications, or EdTech organizations managing physical device deployments at scale in low-connectivity settings. Background in network administration, hardware systems integration, or technical vendor management is a strong plus.

Ideal Candidate Profile

Technical Skills:

• Extensive experience in designing and managing large-scale IT infrastructure, including network systems, and cloud-based platforms.
• Proficiency in IT governance frameworks, cybersecurity best practices, and disaster recovery practices.
• Operational & Strategic Management:
• Proven experience in establishing and implementing IT policies, processes, and standards that support organisational scalability and operational excellence.
• Ability to translate complex technical knowledge into actionable strategies and operational plans, tailored for diverse audiences.

Leadership & Communication:

• Demonstrated ability to lead geographically dispersed IT teams and manage complex projects across multiple countries.
• Strong interpersonal skills to effectively liaise with executive leadership, regional IT teams, and external technology partners

How to Apply

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