Key responsibilities

• Lead and supervise cross-functional teams including digital product squads (delivery managers, BAs, developers, testers, vendors) fostering technical, architectural, and business excellence.
• Provide direction, create a collaborative environment, and ensure the enhancement of the specialist skills within the team with a reputation for quality and continuous delivery.
• Lead the analysis, design, development, implementation, integration, and support of applications, ensuring they meet user requirements.
• Define and design optimal short-term and long-term engagement platform roadmaps to execute priorities and replace applications with enterprise engagement platforms.
• Define and design comprehensive platform strategies and roadmaps, incorporating success measures and aligning with enterprise architecture.
• Develop strong working relationships with key business stakeholders, particularly the customer operational teams, acting as a primary contact point for business units.
• Develop strong working relationships with key business stakeholders and vendors, holding them accountable for performance and managing complex digital ecosystems with multiple vendors.
• Translate business needs and strategic direction into functional system outcomes that align with organisational goals.
• Develop, maintain, and manage technical policies, standards, and practices that govern platform management, including service management, platform maintenance, GRC, and product innovation.
• Provide strategic advice for future initiatives and participate in program planning to ensure preparedness for change, transition, knowledge transfer, capability uplift, and ongoing support.
• Identify and facilitate the usage of platform capabilities to achieve streamlined processing and optimal customer engagement.
• Participate in crisis and incident management to ensure timely resolution while maintaining effective customer communication with appropriate escalation.
• Develop, maintain, and manage relationships with key vendors and third parties, ensuring strong commercial management and accountability across a multi-vendor digital ecosystem.
• Ensure that external partnerships support the delivery of high-quality services and align with the organisation’s strategic objectives.
• Control costs and optimise resources within budget, promoting commercial awareness within the team to understand CSC’s business model and funding sources.

Specific duties, deliverables and reporting lines may vary from time to time depending on business needs and priorities. Key objectives and measurements will be captured in the Performance & Development planning cycle, established annually and adapted as needed.