Position Title: Global Head – Information Technology
Experience Required: 8–12 Years
Reporting To: CTO or Functional Head
Role Overview
The Global Head of IT will provide strategic and operational leadership for enterprise‑scale IT systems supporting AI platforms and BPO operations. The role ensures secure, compliant, and resilient technology for contact centres, shared services, and AI‑enabled service delivery across geographies.
Key Responsibilities
- Enterprise IT & BPO Technology Strategy
- Define global IT and BPO technology roadmap aligned with business growth and AI transformation.
- Standardize platforms across contact centers, delivery locations, and remote agents.
- Enable AI‑led efficiency across BPO operations.
- Infrastructure, Cloud & Networks
- Oversee hybrid cloud environments.
- Govern O365 services, identity management, and compliance at scale.
- Manage enterprise telecom, voice infrastructure, end user compute and global network connectivity.
- BPO Platforms & Service Delivery Technology
- Own enterprise contact center ecosystems including:
- Omnichannel platforms (Genesys, Avaya, NICE, Five9, etc.)
- CRM and ticketing integrations
- Processes, Audits & Regulatory Compliance
- Drive mature IT and BPO processes.
- Lead global audits and client assessments (ISO 27001, SOC 2, PCI‑DSS, HIPAA, GDPR).
- Ensure compliance with contractual SLAs and regulatory obligations.
- Cybersecurity, DR & BCP
- Ensure 24×7 availability of contact center operations.
- Create technical DR/BCP programs for multi‑region delivery centers.
- Leadership & Stakeholder Management
- Lead global IT and BPO technology teams.
- Partner with BPO operations, delivery heads, and CXOs.
- Manage large vendor ecosystems and telecom partners.
- Team mentoring: Provide guidance and mentorship to team members to foster professional growth and skill development.
- Digital Transformation & Optimization
- Drive AI‑enabled IT / BPO transformation (AIOps, intelligent automation).
- Optimize cost, performance, and service quality.
- Continuously improve agent and customer experience.
- Financial Management
- Manage and monitor IT and BPO budget: Ensure budgetary compliance and efficient allocation of resources across IT departments.
- Client Interaction & Engagement
- Engage in various client meetings to understand their needs, expectations, and feedback.
- Act as a primary point of contact for key clients regarding IT and BPO technology matters, ensuring their concerns are addressed promptly.
- Present technology solutions and improvements to clients, showcasing the value and impact of IT initiatives on their operations.
- Participate in forums and discussions on emerging technologies, best practices, and industry trends. Build relationships with other technology leaders and influencers to enhance the organization's visibility and influence in the tech community.
