Own end-to-end availability, performance, security and resilience across service desk, end-user computing, systems, network, voice and site-specific platforms, delivering agreed SLAs and measurable improvements in user and client experience.
Lead technology operations governance, capacity planning, major incident and problem management, business continuity and disaster recovery, with a focus on reducing recurring incidents and improving recovery readiness.
Identify and prioritise business and operational AI use cases by assessing value, feasibility, data readiness, security, model risk, change impact and adoption requirements.
Partner with Enterprise Architecture, Data, AI/Analytics, Engineering, Information Security, Legal, Risk and business teams to develop, pilot, implement and scale AI capabilities with responsible-AI governance and measurable benefits.
Own technology budgets, forecasts, investment priorities and business cases; drive productivity, automation, cost optimisation and value realisation.
Lead workforce and succession planning, organisation design, capability development and resource allocation to meet current and future service needs.
Own operational risk and control management, including control design and testing, audit evidence, timely closure of findings and sustained compliance with client and enterprise requirements.
Maintain leadership dashboards with accurate KPIs, KRIs, trends and actions covering service availability, SLA attainment, recurring incidents, capacity, security, audit closure, AI adoption, user experience, financial performance and transformation value.
Lead client and internal governance forums, communicate performance, investment priorities and risks clearly, and ensure decisions and actions are followed through.
Build, coach and retain high-performing teams while fostering collaboration, accountability, inclusion, continuous learning and shared success.
Manage strategic partners and vendors, including service quality, contractual and commercial performance, innovation and alignment with enterprise priorities.
Job description provided by EXL Service.
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