Act as the Group IT Business Relationship Manager and operational IT leader for the assigned cluster, representing Group IT within the cluster and ensuring that Group technology strategy, standards, services and priorities are translated into effective day-to-day execution. The Cluster Head owns the technology relationship with cluster leadership and is accountable for ensuring that all required IT actions, services, projects, operational issues and business technology needs within the cluster are identified, coordinated, followed through and resolved. Common Group capabilities—including Cybersecurity, IT Service Management (ITSM), technology governance, enterprise standards and other shared services—remain centrally managed.
Key Responsibilities
- Develop and maintain a Cluster IT Plan aligned with the Group IT and Digital Strategy, business strategy, approved priorities and budgets.
- Conduct regular business engagement with CEOs, COOs, CFOs, business leaders and functional heads to understand technology requirements and operational priorities.
- Own the cluster technology demand pipeline, prioritising business requirements and ensuring they are converted into approved initiatives, projects or operational actions.
- Coordinate all day-to-day IT services within the cluster, including infrastructure, applications, workplace technology, connectivity, end-user support and technology vendors.
- Monitor service performance, incidents, recurring problems, operational risks and outstanding actions; drive resolution with the responsible central or local team.
- Ensure operational readiness and successful transition of new Group technology services and projects into the cluster.
- Track project and initiative delivery within the cluster and ensure benefits, milestones, dependencies and business acceptance are achieved.
- Manage cluster-level technology vendors and suppliers in coordination with central procurement, commercial and technology functions.
- Identify technology risks, gaps, obsolete systems, capacity constraints and business continuity concerns and ensure appropriate action is initiated.
- Ensure cluster technology assets, systems and services are properly documented and aligned with Group standards.
- Prepare a regular Cluster IT Dashboard covering service performance, incidents, projects, risks, budget, demand, compliance and key actions.
- Drive adoption of Group platforms, shared services and common technology solutions and challenge unnecessary duplication or local solutions.
- Ensure all required IT actions from audits, assessments, management decisions and Group committees are tracked through to closure.
- Support digital transformation and automation opportunities within the cluster and identify measurable business value.
- Act as the escalation point for cluster technology matters before escalation to the Group CDO or relevant central function
- Cybersecurity and Information Security: centrally governed and managed by the Group Cybersecurity function. The Cluster Head ensures local compliance, implementation and remediation.
- IT Service Management (ITSM): centrally governed through Group ITSM, including common processes, service catalogue, SLAs, incident/problem/change practices and reporting. The Cluster Head ensures adoption and operational compliance.
- IT Governance: centrally governed through Group IT Governance, including policies, standards, architecture controls, technology governance and Group reporting. The Cluster Head ensures implementation within the cluster.
- Enterprise Architecture and common technology standards: centrally defined and governed. The Cluster Head ensures that cluster requirements and solutions conform to approved Group standards.
- Common Group platforms and shared services: centrally owned where designated. The Cluster Head is responsible for business adoption, local coordination and operational outcomes.
- The Cluster Head does not duplicate central Cybersecurity, ITSM or Governance functions; instead, the role is accountable for execution, adoption, coordination and business alignment within the cluster
Experience and Education Requirements
- Bachelor’s degree in information technology, Computer Science, Engineering, Business Information Systems or a related discipline.
- 12+ years of progressive IT experience, with strong experience in IT business relationship management, IT operations, service delivery or enterprise technology.
- Demonstrated experience working with senior business stakeholders and managing technology services across multiple business units or entities.
- Strong understanding of IT infrastructure, applications, ITSM, cybersecurity, enterprise architecture, cloud and digital transformation.
- Experience managing technology demand, projects, vendors, operational issues, budgets and service performance.
- Experience in a complex multi-entity organisation, preferably aviation, engineering, transportation or another operationally critical environment.
- ITIL certification or equivalent IT service management experience is desirable.
