About the Role:
- We’re looking for a strategic technology leader to drive software development, ERP/CRM integration, and global IT operations. This role leads cross-functional teams to deliver scalable solutions, streamline data flows, and support real-time decision-making. You’ll oversee infrastructure, cybersecurity, and call centre platforms—ensuring high performance, regional alignment, and exceptional user experience across the organisation.
Duties & Responsibilities
Software Development
- Oversee the full software development lifecycle, including design, development, testing, and deployment of products and features.
- Lead and mentor cross-functional engineering teams front-end and back-end to deliver high-quality, scalable solutions.
- Collaborate with product owners and UI/UX teams to translate business requirements into technical deliverables.
- Provide strategic guidance to senior management on software architecture and development priorities.
CRM
- Oversee integration, customisation, and upgrades of ERP and in-house CRM systems Buisy & Nexus.
- Ensure seamless integration across ERP, CRM, and analytics platforms Microsoft BI to unify data flows and enable real-time decision-making.
- Partner with Sales, Carbon, and Customer Experience teams to optimise CRM workflows, automation, training, and user adoption.
IT Governance & Operations
- Lead the management of global IT infrastructure—including data centres, cloud platforms, and network architecture—to ensure high availability, low latency, and cost-efficiency across regions.
- Oversee IT localisation efforts, such as integrating with local mobile network operators MNOs in our IoT devices, supporting multilingual systems, regional payment gateways, and adapting to local business practices.
- Manage 24/7 IT support operations for global teams.
- Maintain and manage vendor relationships, including contract negotiations and service-level agreements.
Cybersecurity & Risk Management
- Implement cybersecurity best practices and compliance measures across all IT systems and data platforms.
- Identify, assess, and mitigate IT and data security risks in a proactive and continuous manner.
Call Centre Technology Management
- Lead the implementation and optimisation of call centre platforms to support omnichannel engagement voice, chat, email, social media.
- Integrate CRM systems with call centre solutions to improve customer journey visibility and agent efficiency.
- Ensure high availability, scalability, and disaster recovery capabilities for mission-critical call centre systems.
- Deploy AI-driven enhancements e.g., chatbots, sentiment analysis, predictive routing to elevate customer service and reduce operational costs.
- Collaborate with customer service leadership to track and optimise key performance metrics e.g., SLA compliance, CSAT.
Skills and Experience:
- Bachelor’s degree in computer science, Software Engineering, or related field; Master's degree preferred.
- Proven leadership in global software development, IT operations, and cross-functional team management
- Deep expertise in ERP/CRM systems integration and workflow optimisation.
- Strong background in cloud infrastructure, cybersecurity, and compliance.
- Experience implementing omnichannel call centres and AI-driven customer engagement technologies.
- Skilled in driving digital transformation through strategic technology investments and data-driven decision-making.
- Familiarity with manufacturing or asset-intensive industries is a plus.
