Technology Operations Senior Manager

• Demonstrated experience leading globally distributed teams and collaborating across multiple geographies, cultures, and time zones to deliver consistent service outcomes and drive operational excellence.

• Strong understanding of AI-driven service management capabilities, including predictive analytics, intelligent automation, virtual agents, and generative AI solutions within IT support environments.

• Hands-on knowledge of modern AI chatbot ecosystems and conversational AI platforms, with the ability to evaluate, implement, and optimize self-service experiences.

• Experience with Contact Center as a Service (CCaaS) platforms and omnichannel support technologies, including voice, chat, email, virtual assistants, and digital engagement channels.

• Ability to identify emerging technology trends and translate innovations in AI, automation, and digital workplace services into practical business and operational value.

• Familiarity with Agentic AI frameworks, workflow orchestration, and autonomous support solutions that improve employee experience, operational efficiency, and service scalability.

• Strong stakeholder management skills with proven ability to partner with global technology, business, vendor, and executive leadership teams to drive strategic transformation initiatives.

• Demonstrated commitment to continuous learning and technology modernization, with knowledge of industry advancements in cloud platforms, automation tools, digital support channels, and AI-powered service delivery models.

• Expected span for 2026 is at 44 FTEs and is expected to grow

Soft Skills

• Strong People Leadership Skillset
• Understand the financials
• Risk Control / Governance
• Vendor Management

Technical Skills per Hiring Manager

• Understanding of the servide desk / operations
• Understanding on the CCAS (Contact Center as a Service) tool – i.e. Genesys, Nice, Cisco
• Technical Savvy - CCAAS / Service Desk / End users services
• Conceptual / Implementation of projects aligned to ITIL Framework
• End to end SLA management and Global Governance