AIonOS - Global Head - Information Technology

Position Title : Global Head - Information Technology.
Experience Required : 10-15 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 247 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.