Senior Director of Operational Enablement and Intelligence - #151055

Global Payments Inc.


Date: 12 hours ago
City: York
Contract type: Full time
Description

Key Accountabilities

Strategy & Leadership

  • Define and execute the global roadmap for operational enablement, platform performance, and service intelligence
  • Serve as a thought leader in AI, workflow automation, and enterprise tooling, ensuring innovation translates into measurable business value
  • Operate as a senior leader within the Customer Operations function, influencing cross-functional priorities and investment decisions
  • Collaborate closely within a global, matrixed structure (Technology, Product, Service Delivery, and Client Success)

Platform & Tooling Ownership

  • Own the configuration, adoption, and continuous improvement of operational platforms (e.g. ServiceNow ITSM, CSM, Performance Analytics)
  • Lead implementation of new intelligent tooling, including an enterprise chatbot and workflow automation solutions
  • Manage vendor partnerships, platform roadmaps, and budget performance related to tooling and AI capabilities

Reporting & Business Intelligence

  • Oversee internal dashboards and operational metrics, ensuring actionable insight at all business levels
  • Lead external reporting delivery including SLAs, service packs, and executive summaries, driving consistency and professionalism
  • Establish a global Reporting Centre of Excellence to align data governance, quality, and reporting frameworks

AI & Automation Enablement

  • Build and scale a team focused on AI-led operational transformation (e.g. predictive analytics, smart routing, anomaly detection)
  • Partner with data science and engineering teams to embed AI into service delivery workflows and client experience journeys
  • Ensure all AI use cases meet compliance, governance, and ethical standards

Governance & Compliance

  • Develop and enforce governance frameworks for operational excellence, workflow quality, and data fidelity
  • Align tooling and processes to evolving regulatory frameworks (e.g. DORA, PCI) and enterprise risk standards
  • Champion continuous service improvement and cost-efficiency initiatives globally

Success Profile

You are a strategic operator who combines data obsession with leadership excellence. You thrive in ambiguity, influence, and convert complexity into clarity. You lead global teams with empathy and hold yourself and others to the highest standards of execution and integrity.

Required

Qualifications & Experience

  • Proven experience in a senior operational leadership role, ideally within financial services, technology, or a regulated industry
  • Track record of delivering enterprise platform transformations (ServiceNow, Power BI, Tableau)
  • Experience managing global teams and complex stakeholder groups in a matrixed environment
  • Deep understanding of AI/automation use cases in regulatory complex financial operational environments
  • Strong data and reporting acumen; comfortable building and interpreting executive-level dashboards
  • Executive presence and ability to influence at C-level

Desirable

  • Experience with Amazon Bedrock or similar generative AI platforms
  • Familiarity with ITIL/ITSM frameworks and workflow automation tools (e.g. Jira, Confluence)
  • Knowledge of regulatory frameworks such as DORA and PCI
  • Exposure to RPA, low-code/no-code tools, and AI-assisted service workflows
  • Recognised Service Management certification (e.g. ITIL)

What You Will Bring

  • A mindset for innovation and operational scalability
  • Passion for metrics, insight, and customer experience
  • Ability to translate technology into real-world value
  • A collaborative approach to global leadership
  • Energy to drive meaningful, measurable change

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