Director Service Technology

Director of Service Technology
DEPARTMENT: Operation Support Systems, ESI
REPORTS TO: Senior Director ESI Operation Support Systems

JOB PURPOSE:

The Director of Service Technology will report directly to the Senior Director ESI Operation Support Systems. The role is responsible and accountable for the execution of the ESI operational support systems vision and strategy.

KEY RESPONSIBILITIES:

The role is responsible for development and delivery of the technological landscape and future product roadmaps. Developing and managing a group of strategic support systems products. Accessing business and client needs and translating into product developments priorities and executing roadmaps across ESI business. Responsible for maximising the product value through innovative features and functionality development to "" for our clients and associates to do business. The role will drive development and adoption by capturing and executing voice of associate and client feedback and communicating a clear and cohesive roadmap to the business.

KEY DUTIES/TASKS:
Ability to horizon scan, develop and execute the product vision, strategy and roadmap in alignment and benefit of EMEA, LATAM and APAC business units
Monitor and ensure high levels of stability and performance of all products ensuring rapid remediation and resolution of product outages and issues in alignment with CIRT process
Ensure product development and enhancements are compliance with country legal and ADP internal GSO requirements
Regular and effective stakeholder management with key BU stakeholders including, but not limited to Business Excellence, Service, and Implementation Directors and SDS Managers and key SME's
Strong relationship and collaboration with supporting product development teams and key infrastructure leads, including India/Bucharest development teams, GETS, R&D and UX Directors
Collaboration and understand of other systems integrations with products and tools including, but not limited to BPMS, RPA, Oracle billing, Salesforce and CLMS
Improve ease of use, adoption & interaction through facilitating regular and ongoing voice of client and associate feedback sessions to deliver continuous product improvement and add value to the business
Effective delivery of insightful and relevant product communications to the right people in the right format to drive engagement, awareness, and adoption
Implement on–going management Information reporting and metrics to enable clear understanding of product performance internationally
Supporting BUs with readiness for change resulting from product developments and enhancements, including timely and effective communications and training
Own product development lifecycle, governance and SLA's ensuring on–time delivery and high–quality release deployment and release communications
Standardisation of product features and functionality across ESI to enable scalability and efficiency

SUPERVISORY RESPONSIBILITIES:
Direct and in–direct management and leadership of development teams across different countries

SKILLS AND KNOWLEDGE:
This position requires strong leadership, communication and influencing skills with the ability to communicate complex technical issues simply and convincingly to drive fast decisions
Passion for delivering great outcomes, making it easy and delivering a great customer experience
Proven track record in execution of development roadmaps and product innovation
Must be able to influence multi–directional and non–linear relationships within matrix environment
Must be able to clearly articulate strategy and obtain buy–in from various stakeholders and resources
Willing to lead unproven initiatives and solutions across functional and business unit boundaries
Must be "marketplace informed," anticipate and adapt solutions for future eventualities
Excellent planning and organisational skills with strong inter–personal communication skills
Excellent time management, presentation, communication, and organisational skills
Ability to challenge current thinking, and generate innovative product solutions
Passion for quality and excellence with a relentless drive towards flawless execution

EDUCATION AND EXPERIENCE:
Educated to degree level or above in computer science or related degree
10+ years' experience in commercial product/service development and management within large multi–national companies
Extensive experience of product delivery, DevOps with a proven track record for delivering results
Experience working across complex matrix organisations and international environments
Experience managing offshore teams, understanding, and adapting to cultural variations
Strong organisational, prioritisation, problem solving, innovation & project management experience
Scrum master or agile certification would be advantageous
Experience of business–to–business HR/Payroll systems desirable

OTHER:
Flexibility to travel when required within UK and internationally

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