Director of IT (Mass Market)

Quick Facts

Reporting to: CIO

Domain: Mass Market (B2C)

Scope: Technology strategy, transformation, and delivery for customer-facing platforms supporting sales, customer care, digital channels, and customer management.

Description

As Director of IT for Mass Market, you will define and execute the technology strategy, transformation agenda, and delivery model for the company’s largest customer segment. You will work with business leaders to modernise platforms, drive innovation, and ensure reliable, high-quality technology services. You will also own the end-to-end lifecycle of business-critical systems and guarantee high availability, performance, and continuous improvement.

Responsibilities

• Lead the technology strategy and target architecture for the Mass Market (B2C) domain.
• Drive the IT-B2C Transformation programme and modernisation of key business platforms.
• Partner with Mass Market business leaders to translate priorities into technology roadmaps and investment plans.
• Govern technology investments, priorities, and delivery portfolio to maximize business value and strategic alignment.
• Manage significant technology budgets and supplier partnerships with cost efficiency and business value delivery.
• Own the end-to-end lifecycle of business-critical systems for sales, customer care, digital channels, and customer management.
• Ensure high availability, reliability, performance, and continuous improvement of mission-critical services.
• Drive adoption of Agile, DevOps, CI/CD, Site Reliability Engineering, and AI-enabled software development.
• Support standardisation and reuse of enterprise platforms; reduce technology complexity and shadow IT.
• Lead a large, multidisciplinary IT organisation across delivery, architecture, quality, and operations.
• Develop the Mass Market IT organisation with leadership succession, capability development, talent retention, and employee engagement.
• Foster a culture of innovation, accountability, and continuous improvement.

Benefits

• Chance to drive business-critical transformation programmes using cutting-edge technologies and modern IT solutions.
• Direct impact on the technology and digital platforms supporting the largest customer segment.
• Strategic partnership with executive leadership and a direct reporting line to the CIO.
• Opportunity to lead large-scale transformation and modernisation initiatives.
• Responsibility for complex platforms, products, and digital ecosystems used by millions of customers.
• Significant influence on technology strategy, architecture, operating model, and future investments.
• Opportunity to shape the future of AI adoption, engineering excellence, and digital innovation.