Role Overview
The Director of Digital Technology & Solutions is responsible for defining and executing the IT service and platform strategy to align with overall business objectives. Serving as the primary Service Owner, this leadership role oversees IT service management, core system architecture, and enterprise-level programs to ensure service excellence, seamless project delivery, and high customer satisfaction.
This position leads resource and capability development within the Center of Excellence (CoE), manages financial performance (including annual business planning and cost control), and collaborates closely with stakeholders, the Project Management Office (PMO), and the Application Management Services (AMS) team to deliver high-quality, cost-effective IT services.
Key Responsibilities
Strategic IT Planning & Architecture
- Analyze business policy and direction to formulate a comprehensive IT strategy roadmap that supports corporate growth and quantifies business benefits.
- Provide visionary leadership for the Service function, integrating strategic goals into program activities and milestones.
- Serve as the primary owner for the overarching design and architecture of the Core System Platform.
IT Service Management & Delivery
- Lead, inspire, and manage a distributed organization of Professional Service experts.
- Oversee end-to-end service planning, operations, and execution.
- Accountable for meeting Service Level Agreements (SLAs) and internal customer satisfaction (KPI) benchmarks.
Program & Financial Management
- Partner with the PMO to monitor major projects, ensuring strict adherence to quality standards, delivery timelines, and budget constraints.
- Formulate the annual IT business plan and manage the departmental P&L to ensure optimal financial health and cost control.
Talent & Resource Management
- Design and optimize team structures to support current and future projects and services.
- Establish career development pathways to mature and scale the expertise within the Center of Excellence (CoE).
Job Requirements
Experience
- 15+ years of progressive experience managing Professional Consulting Services and delivering enterprise IT services for both internal and external stakeholders.
- Proven track record in people management with a passion for building, mentoring, and developing high-performing, diverse teams.
Professional & Technical Expertise
- Extensive experience with enterprise CRM & E-Commerce ecosystems, specifically Salesforce and Adobe Commerce.
- Strong background in BI/Data Analytics, Low-code platforms, automation, and AI-driven innovations.
- Deep knowledge of managing IT services that support Supply Chain processes (including Logistics, Procurement, and Demand Planning).
Core Competencies
- Strong business acumen paired with exceptional organizational skills and a customer-centric mindset.
- Excellent communication skills and cultural awareness required to lead effectively across diverse geographical markets.
- A proactive self-starter who takes ownership, demonstrates high emotional intelligence, and thrives in a fast-paced environment.
- Resilient and results-driven when navigating obstacles or complex business landscapes.
Education & Language Skills
- Education: Bachelor's Degree in Information Technology, Computer Science, Business Administration (with an IT Management focus), or a related field.
- Languages: Professional fluency in English and Mandarin to effectively collaborate with regional stakeholders and teams.
