15+ years of relevant technical experience, including 8+ years in a leadership role
Solid background in cloud environments and building cloud-native platforms (e.g. AWS, Azure)
Track record for leading IT transformational initiatives in sophisticated environments
Success in using both standard methodologies, such as IT service management practices based on ITIL, as well as agile philosophies like DevOps
Ability to adapt to a fast-moving technology landscape and keep pace with the latest thinking and new technologies
Track record of building and effectively managing large and diverse teams, and putting the appropriate processes and infrastructure in place to drive growth within the corporation
Demonstrable ability to formulate a high-level strategy, then convert it into a tactical plan and execute on that plan
Hands-on operating style and approach but a view towards the future and willingness to invest in people development and in developing an organization that will support a large company
Extensive experience managing operational customer service teams
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
Proven Management and/or relationship management experience at a senior, strategic level role. Established record of accomplishment of exceeding targets, KPI?s SLA?s, in a quality led, legislative compliant environment
Experience operating call centers or support centers a plus
Demonstrate ability to motivate and communicate with others at all levels
Influential relationships skills at all. Able to use these relationships to deliver service improvements
Excellent communication and negotiation skills
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills