Chief Information Officer

Reporting to the Chief Operations Officer the Global CIO of Information Technology is responsible for all IT functions and services within the CGS global business platform. The CIO will work closely with senior business leaders as well as IT leaders to ensure a strong alignment between information technology solutions/services and the requirements/priorities of the business. The position is responsible for developing and delivering robust, scalable, supportable information technology platforms/road-maps with a focus on creating business value in a manner which is aligned with the CGS IT strategic direction and industry best practices. This role is in the forefront of leading business change with significant opportunities to make a difference through business process and solution capability enhancements enabled via IT solutions, services, and information. The ability to lead and guide the digitalization and modernization of the CGS business is critical and required.

Key Accountability

• Create, maintain, and deliver a comprehensive IT strategy/road-map/portfolio servicing all business functions to ensure information technology services and initiatives create significant business value in alignment with both business and IT objectives and priorities.
• Develop and implement an effective business engagement model to establish outstanding business alignment. Implement portfolio and change management processes which ensure the highest priorities of the business are realized via supportable, scalable industry leading solutions.
• Create a global 24X7 customer-service focused high-performing team, rewarding innovation in solution and service delivery. Ensure solutions and platforms leverage technology, information, and integration.
• Create and manage robust operations review processes and measures, establishing service levels objectives, measuring value creation, and implementing continuous improvement initiatives across solutions and services.
• Establish effective sourcing models, leveraging internal and external resources to efficiently and effectively deliver projects, changes, and operational support across the global enterprise.
• Growth and development of a high-performing global IT team.
• Improve ease-of-doing-business through customer friendly web solution and data accessibility.
• End user productivity: web, business intelligence, client services, global asset management rational support across the global enterprise.

Responsibilities:

Technical Leadership of Global IT Infrastructure

• Develop road-maps, goals, deliverables, policies and procedures for global IT teams
• Establish a global NOC and shared services strategy and drive international expansion
• Establish emergency response process: responsible for monitoring key metrics and managing to resolutions
• Improve up time by identifying challenges and areas for improvement
• Assist in creating a Disaster Recovery and Business Continuity plan with quarterly testing
• Assist in maintaining the company certifications (PCI, SOC II and ISO)

Job Requirements

CIO or CIO-like responsibilities for a large global company with multiple business divisions w/ extensive experience successfully implementing industry leading IT solutions across all IT domains.

• Experience creating and managing a global budget
• Strong business acumen, including excellent business relationship management processes and skills, with measured processes for service delivery and value capture.
• Manage the people and critical processes that ensure global infrastructure operational excellence.
• Strong communicator and credible leader, as they will build solid relationships across the business to define the technology vision and strategy as well as create the operational road-map.

Background

• Bachelor’s degree in Computer Science or related field; MBA preferred
• 7-10 years of experience managing a global team within a distributed, large scale enterprise

Technical Skills

• Skilled in large-scale 24x7 e-commerce or related industry
• Call Center background with advanced knowledge of Unified Communications and Collaboration – Avaya or similar technologies is preferred
• Strong technical background in the following: Networking, Telephony, Security, Active Directory, Virtualization, ITIL/ServiceNow, Linux, Cloud Computing with Azure and AWS