Senior Manager, Service Delivery

Entity: Aga Khan University

Location: Karachi

Introduction to the Aga Khan University:

Chartered in 1983, Aga Khan University (AKU) is a private, autonomous, and self-governing international university with 13 teaching sites in six countries distributed across three continents. As an integral part of the Aga Khan Development Network, AKU provides higher education in several disciplines, carries out research pertinent to the countries in which it exists, and has campuses, programmes and/or teaching hospitals in Afghanistan, Kenya, Pakistan, Tanzania, Uganda, and the UK. As an international institution, AKU operates on the core principles of quality, relevance, impact, and access; and AKU is a model of academic excellence and an agent of social change.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopting appropriate standards for safeguarding and promoting respectful relationships within its diverse workforce, including faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders. All employees/trainees and partners are expected to share this commitment.

Job Role / Responsibilities:

You will be responsible for:

• facilitating issue resolution and follow-up for data centre operations.
• leading initiatives in business continuity planning and disaster recovery solutions.
• ensuring a disaster recovery strategy meeting organizational recovery objectives.
• evaluating and adopting cutting-edge technologies, including virtualization and cloud systems.
• planning and executing global data centre downtimes and capacity requirements.
• maintaining a 99.72% uptime for data centres and services.
• collaborating with software solution providers to evaluate hardware and design robust, fault-tolerant system architecture.
• developing end-user computing strategies and assessing technology risks with mitigation plans.
• reviewing and finalizing technical proposals for hardware procurement.
• overseeing advanced systems design, performance tuning, and capacity management.
• leading projects involving virtualization, Microsoft System Centre Suite, and server upgrades.
• supporting critical applications such as HIS, ERP, Moodle, PACS, Microsoft Exchange/Office 365, and DBMS.
• ensuring global IT infrastructure compliance with organizational standards.
• overseeing 24/7 SOC operations and cybersecurity incident management.
• leading threat-hunting exercises and improving security detection capabilities.
• ensuring infrastructure vulnerabilities are resolved across all applications and servers.
• participating in external ICT, CAP, and JCIA audits, and maintaining compliance.
• conducting periodic disaster recovery drills.
• formulating 5-year infrastructure budget projections.
• supervising and appraising team members, conducting training needs assessments, and guiding career development.
• fostering a collaborative team environment through goal-setting and regular meetings.

Qualifications:

• having a bachelor’s degree in Computer Science, Engineering, or related disciplines (relevant industry certifications are an advantage).
• possessing a minimum of 12 years of hands-on IT infrastructure experience in a large enterprise setting, including 5 years in a leadership role.
• being an expert in data centre trends, virtualization, cloud systems, disaster recovery, and IT infrastructure solutions.
• being proficient in Meditech EHR, PeopleSoft ERP, Microsoft, VMware, SQL, Oracle, and cloud platforms.
• demonstrating strong communication, problem-solving, and leadership capabilities.
• having the ability to design cost-effective, ROI-driven IT solutions aligned with business objectives.
• showcasing multi-tasking ability under pressure with excellent analytical skills.

Comprehensive Reference Checks will be conducted.