Cluster Head – IT Business Relationship & Operations

Role overview

Core responsibilities

• Develop and maintain a Cluster IT Plan aligned with Group strategy, business strategy, priorities, and budgets.
• Engage with CEOs, COOs, CFOs, business leaders, and functional heads to understand technology needs and operational priorities.
• Own the technology demand pipeline and coordinate IT services, including infrastructure, applications, workplace technology, connectivity, support, and vendors.
• Monitor service performance, incidents, problems, risks, and actions; drive resolution and ensure operational readiness for new services and projects.
• Track project delivery, benefits, milestones, dependencies, and business acceptance; manage cluster vendors with central functions.
• Identify technology risks, gaps, obsolete systems, capacity constraints, and continuity concerns; maintain asset and service documentation.
• Prepare a Cluster IT Dashboard covering service performance, incidents, projects, risks, budget, demand, compliance, and actions.
• Drive adoption of Group platforms and shared services, track audit and committee actions to closure, and identify digital transformation and automation opportunities.

Governance and operating model

• Cybersecurity is centrally governed; the Cluster Head ensures local compliance, implementation, and remediation.
• ITSM and IT governance are centrally governed; the Cluster Head ensures local adoption and operational compliance.
• Enterprise architecture, technology standards, and designated shared services are centrally defined or owned; the Cluster Head coordinates local requirements and adoption.
• The role executes, coordinates, and aligns business activity with central functions rather than duplicating central cybersecurity, ITSM, or governance teams.

Requirements

• Bachelor’s degree in information technology, Computer Science, Engineering, Business Information Systems, or a related discipline.
• 12+ years of progressive IT experience, including business relationship management, IT operations, service delivery, or enterprise technology.
• Experience with senior stakeholders and technology services across multiple business units or entities.
• Strong understanding of infrastructure, applications, ITSM, cybersecurity, enterprise architecture, cloud, and digital transformation.
• Experience managing demand, projects, vendors, operational issues, budgets, and service performance.
• Complex multi-entity experience; aviation, engineering, transportation, or another operationally critical environment is preferred.
• ITIL certification or equivalent IT service management experience is desirable.