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 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.