- 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.
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