Job Title: Head of IT

Location: Dubai

Salary: Based on experience

Job Code: 326/001/334

Industry: Service

Job Brief:

Our client in the service industry is seeking a highly skilled Head of IT to lead the company’s IT strategy, AI-driven process automation, and CRM implementation initiatives. This role focuses on strengthening IT operations, optimizing workflows using AI, enhancing automation across departments, and ensuring seamless CRM and system integrations.

The ideal candidate will possess strong AI and automation expertise, solid IT administration capabilities, and hands-on CRM implementation experience (preferably Zoho). This is both a strategic and technical leadership role, requiring excellent communication skills, cross-functional coordination, and the ability to drive digital transformation initiatives across the organization.

Job Responsibilities:

1. IT Administration & Infrastructure Leadership

• Oversee and manage all core IT systems, hardware, software, networks, and cloud environments.
• Ensure system security, uptime, backups, access controls, and compliance with IT best practices.
• Implement IT policies, standards, and procedures across the company.
• Manage IT support operations, troubleshooting, incident response, and vendor coordination.

2. AI, Automation & Process Innovation

• Identify operational inefficiencies and create AI-driven solutions to improve workflow efficiency.
• Design automated workflows using AI LLMs, RAG pipelines, and low-code automation tools.
• Implement AI solutions for document processing, communication automation, and task routing.
• Collaborate with business teams to transform existing processes into scalable, automated workflows.

3. CRM Implementation & Optimization (Zoho Preferred)

• Lead the full lifecycle of CRM implementation, including planning, customization, automation, data design, and optimization.
• Build workflows, blueprints, user journeys, dashboards, and system integrations within Zoho or similar CRM platforms.
• Oversee integrations between the CRM and other business tools, including email systems, forms, dashboards, and automation platforms.
• Train staff and ensure CRM adoption and best practices across teams.

4. Cross-Functional Leadership & Project Management

• Work closely with stakeholders across IT, Operations, Sales, Finance, and Senior Leadership.
• Translate business needs into technical requirements for AI, CRM, and IT system improvements.
• Manage multiple projects simultaneously with clear milestones and deliverables.
• Provide leadership, technical guidance, and direction to internal and outsourced teams.

5. Security, Compliance & Risk Management

• Ensure all IT systems, automations, and data flows comply with security and privacy regulations.
• Conduct regular security audits, risk assessments, and disaster recovery simulations.
• Implement best practices for data protection and cybersecurity across all platforms.

Job Requirements:

• Bachelor’s or Master’s degree in IT, Computer Science, Engineering, or a related field.
• 5+ years of experience in IT management, digital transformation, or technical leadership.
• Proven experience implementing AI-driven automation and workflow optimization.
• Strong background in CRM implementation, preferably Zoho CRM.
• Experience leading cross-functional technical projects in fast-paced environments.
• Expertise in AI tools, automation platforms, and workflow optimization.
• Strong understanding of IT infrastructure, cloud systems, and security protocols.
• Proficiency in CRM setup, automation, API integrations, and user journey design.
• Ability to build dashboards, reporting systems, and data-driven tools.
• Strong analytical, problem-solving, and process engineering skills.
• Ability to manage IT support operations while driving innovation projects.
• Strong communicator with the ability to influence leaders and stakeholders.
• Strategic thinker with hands-on execution capability.
• Proactive, solution-oriented, and adaptable to change.
• Highly organized with strong project management discipline.
• Collaborative leadership style with a focus on ownership and results.
• Strong AI and automation implementation experience.
• Solid IT administration background (systems, security, cloud, IT operations).
• Proven CRM implementation experience (preferably Zoho).
• Excellent communication and stakeholder management skills.
• Strong documentation, process mapping, and problem-solving abilities.