Global Head Information Technology

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 enterprisescale IT systems supporting AI platforms and BPO operations. The role ensures secure, compliant, and resilient technology for contact centres, shared services, and AIenabled 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 AIled 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, PCIDSS, 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 multiregion 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 AIenabled 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.