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.