Key Responsibilities

Leadership & People Management

Lead, coach, and develop a high-performing team of experts and specialists.

Drive workforce planning, talent development, succession planning, and performance management.

Establish technical standards, operational best practices, and governance frameworks.

Foster a culture of accountability, innovation, and continuous improvement.

Represent his team in the WW BCS organization and insure to respect and apply the global standards

Service & Platform Ownership

Own the availability, stability, resilience, and performance of ECOM & ACOM platforms and services.

Ensure services meet agreed SLAs, KPIs, and business requirements.

Oversee platform lifecycle management, upgrades, maintenance, and strategic enhancements.

Drive operational excellence through automation, standardization, and process optimization.

Compliance, Risk & Governance

Ensure adherence to regulatory, security, and organizational compliance requirements.

Support internal and external audits, control reviews, and remediation activities.

Identify, assess, and mitigate technology and operational risks.

Maintain governance standards, operational controls, and documentation.

Stakeholder & Vendor Management

Act as the primary contact for business, compliance, risk, legal, and audit stakeholders.

Manage vendor relationships and service delivery performance.

Communicate platform health, risks, priorities, and strategic initiatives to leadership.

Strategy & Transformation

Define and execute technology roadmaps aligned with business and regulatory objectives.

Lead modernization, automation, and continuous improvement initiatives.

Evaluate emerging technologies and drive innovation opportunities.

Operational Excellence

Lead Incident, Problem, Change, and Release Management activities.

Ensure business continuity, disaster recovery, and operational readiness.

Drive root-cause analysis and implementation of preventive measures.

Monitor and improve service performance and operational metrics.

Technology Landscape

ACOM: Verint / NTR-X Recording

ECOM: Global Relay and Microsoft 365 Compliance Services

Trading Telephony & Tools: IPC, Symphony, and Movius

Required Skills & Experience

Strong leadership experience managing Infrastructure technology teams.

Experience supporting communication compliance, telephony, recording, archiving, and collaboration services.

Hands-on knowledge of ECOM & ACOM technologies including Verba, Trading Telephony, Global Relay, Symphony, and Movius.

Strong understanding of service management, governance, risk, and compliance practices.

Excellent stakeholder management, communication, and problem-solving skills.

Experience working in regulated and enterprise-scale and multicultural environments and