Manager, IT & Innovation

The Manager, IT & Innovation oversees the day-to-day delivery of MTFA’s IT function across two key areas:

IT Infrastructure & Operations

Digital Transformation & Business Systems

The role ensures that MTFA’s IT systems, networks, devices and digital platforms remain reliable, secure and responsive to operational needs. The incumbent also coordinates technology projects and works with departments, vendors and service providers to implement practical digital solutions that improve work processes and service delivery.

The Manager, IT & Innovation provides supervision and guidance to the IT team, manages operational issues and supports management in implementing the organisation’s IT plans and priorities.

Key Responsibilities

1. IT Operations & Infrastructure

Oversee daily IT operations across MTFA’s premises and service units.

Monitor the performance and availability of networks, internet connectivity, servers, cloud services, end-user devices and organisational applications.

Coordinate preventive maintenance, system updates, backups and other activities to minimise downtime and service disruption.

Oversee the deployment, maintenance, inventory and lifecycle management of IT hardware, software and licences.

Troubleshoot or coordinate the resolution of escalated technical issues with internal team members and external vendors.

Maintain proper records of IT assets, system configurations, licences, warranties and maintenance arrangements.

Escalate major system risks, recurring issues and service disruptions to the Reporting Officer.

2. Digital Transformation & Systems Improvement

Work with departments to understand operational needs, process gaps and opportunities for digitalisation.

Coordinate the implementation and enhancement of organisational systems, applications, automation tools and digital platforms.

Translate user requirements into clear specifications for vendors, developers and service providers.

Support system configuration, testing, user acceptance testing, data migration, implementation and post-implementation review.

Monitor the effectiveness and adoption of digital solutions and recommend practical improvements.

Explore suitable digital tools, automation and artificial intelligence solutions that may improve productivity and service delivery.

Ensure that implemented solutions are properly documented and supported after deployment.

3. IT Projects & Systems Implementation

Coordinate assigned IT infrastructure, cybersecurity, application and digital transformation projects.

Prepare project plans covering objectives, deliverables, timelines, responsibilities, costs and key risks.

Monitor project progress and follow up with departments, vendors and other stakeholders on outstanding matters.

Ensure that project requirements, testing results, user feedback and implementation decisions are properly documented.

Highlight delays, scope changes, cost implications and project risks to the Reporting Officer.

Support the preparation of project updates and post-implementation reports.

Ensure the proper handover of completed systems to their designated users and support teams.

4. Cybersecurity, Data Protection & Business Continuity

Implement and monitor approved cybersecurity measures, including access controls, endpoint protection, software patching, backups and multi-factor authentication.

Monitor compliance with MTFA’s IT, cybersecurity and data protection policies.

Coordinate periodic access reviews, risk assessments, security checks and remediation activities.

Respond to and escalate suspected cybersecurity incidents, data breaches and system compromises.

Maintain incident response, backup, disaster recovery and business continuity documentation.

Work with the Data Protection Officer and relevant departments to support compliance with the Personal Data Protection Act.

Coordinate cybersecurity awareness activities and promote responsible technology practices among employees.

5. Systems Integration & Data Support

Coordinate integrations and data flows between organisational systems and digital platforms.

Support data migration, system consolidation and data-quality improvement initiatives.

Work with departments and vendors to address system integration and data-related issues.

Support the development and maintenance of operational dashboards and management reports.

Ensure that appropriate access controls and data protection measures are applied to organisational systems.

Maintain documentation of system ownership, integrations, access arrangements and data flows.

6. Vendor, Contract & Procurement Management

Manage working relationships with IT vendors, developers, consultants and service providers.

Obtain quotations and support the evaluation of proposed technology solutions.

Prepare or review technical requirements and scopes of work for IT-related procurements.

Ensure that IT purchases and vendor engagements follow MTFA’s procurement and approval processes.

Monitor vendors’ performance against agreed deliverables, service levels and timelines.

Track the renewal of subscriptions, software licences, warranties, support contracts and maintenance agreements.

Escalate vendor performance or contractual issues where management intervention is required.

7. IT Support, Training & User Adoption

Oversee the quality and timeliness of IT support provided to employees.

Assign and monitor support requests, technical issues and system-related tasks.

Ensure that critical or recurring issues are appropriately prioritised and escalated.

Develop or coordinate user guides, standard operating procedures and training materials.

Conduct IT onboarding and training on organisational systems, cybersecurity and digital tools.

Support departments during the implementation and adoption of new systems and work processes.

Gather user feedback and recommend improvements to systems and support services.

8. Team Supervision

Supervise and provide guidance to employees supporting IT operations, technical support and digital