The Head of Technology and Delivery is a senior leadership role responsible for accelerating the pace of technology transformation and value delivery for the relevant business domains, underpinned by stable and safe operational services. This role will lead relevant Technology teams (directly and indirectly), to create a powerful engine for growth, experimentation, and execution.
Acting as the key partner to the relevant business leadership team(s), the Head of Technology and Delivery ensures that technology roadmaps and initiatives are aligned with business goals, delivering measurable outcomes. The role is also responsible for ensuring the right skills and capacity exist to design, deliver and run all technology changes and services for the business area.
Customer Operations has an ambitious data‑driven, digital‑first contact strategy across customer touchpoints including voice, messaging and digital. The aim is to balance cost efficiency, value optimisation and customer experience, moving beyond incremental improvements to transformative, high‑impact change. The Head of Technology and Delivery for Customer Operations will be critical to accelerating strategic delivery and evolving our core digital, contact centre and insurance platforms.
Main Duties
- Act as a trusted advisor to the business leadership team on all matters related to technology and provide options as required to help the team make informed decisions balancing speed with scalability.
- Working with the CTO team, define and lead the technology strategy, identifying emerging technologies and trends that can create competitive advantage and ensure alignment with tech strategy.
- Lead the design and execution of the change investment portfolio in consultation with relevant business leadership, ensuring effective stakeholder engagement, communication and adoption.
- Build and embed a robust change management capability across the technology teams supporting the business area, fostering a culture of agility and continuous improvement across the entire change lifecycle.
- Contribute to the development of future‑state operating models, ensuring growth of the relevant capacity and capabilities to support the business ambition.
- Oversee the delivery of complex technology portfolios, ensuring value realisation, risk management and regulatory compliance.
- Drive excellence in our ability to execute, using relevant methodologies to accelerate outcomes.
- Ensure robust governance frameworks are in place for architecture, security, data and service management.
- Inspire and lead high‑performing cross‑functional teams, ensuring we have the right capabilities in all areas to achieve our ambition.
- Build strong relationships with internal stakeholders, partners and vendors.
- Foster a culture of innovation, collaboration and accountability.
- A clearly defined and executed technology, change and service roadmap aligned with the business strategy for efficient growth.
- Successful delivery of all programmes of work with measurable business impact.
- Increased organisational agility and capabilities.
- A mature, scalable, resilient and secure technology environment.
Essential Skills
- Proven experience in a senior technology leadership role, with ability to translate strategic outcomes into technology initiatives.
- Exceptional stakeholder management and communication skills.
- Inspirational leadership style, with focus on building a high‑performing team with necessary capabilities and capacity to succeed.
- Deep understanding of existing platforms, data architecture and emerging technologies supporting the business area.
- Experience designing, running and consuming shared services, ensuring operational stability, security and resilience.
- Relentless focus on measurable outcomes linked to suitable investment profile.
- Significant track record of delivering complex change across direct and matrix‑managed teams, driving collaboration by example.
- Proven expertise with agile methodologies and embedding agile practices.
- Understanding of customer needs and operational processes.
- Ability to drive efficiency across technology services, ensuring longer‑term view of TCO.
- Commercial expertise managing large budgets and technology vendor relationships.
- Experience in regulated environments and managing risk, compliance and security.
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