Digital Solutions Director

2 days ago

StainesuponThames, Surrey, United Kingdom ADP Full time
Job Title: Digital Solutions Director

ADP is seeking a highly skilled Digital Solutions Director to lead the development and execution of digital product roadmaps for various digital products. The ideal candidate will have extensive experience in successfully executing Product Development, System Architecture, and Technical Support/Incident management.

Key Responsibilities:
  • Lead and manage a team of technical support professionals, providing mentorship, coaching, and guidance.
  • Develop and implement technical support policies, procedures, and workflows to ensure timely and effective support for staff.
  • Collaborate with cross-functional teams to identify and resolve complex technical issues or pro-active actions to stop issues arising in the first place.
  • Ensure that all infrastructure and applications are up-to-date and meet security and compliance standards, including managing disaster recovery testing.
  • Manage code/infrastructure deployments, including governance of documentation.
  • Develop and implement customer feedback mechanisms to gather insights and identify areas for improvement.
  • Optimize the support process, improving support communications, managing bot capacity, and creating/managing bot performance dashboards.
  • Develop and maintain relationships with Business Units, understanding their needs and ensuring that their issues are addressed in a timely and professional manner.
  • Create and maintain technical documentation, ensuring that it is up-to-date and accurate.
  • Ensure compliance with all relevant regulations and standards.
  • Provide regular reports to management on the performance of the support team and the success of the support process.
Critical Success Factors:
  • Ability to ideate, create a product vision, and execute product development/architecture roadmaps.
  • Ability to work under pressure and within an incident mode environment.
  • Ability to determine technical solutions to resolve issues.
  • Ability to communicate and collaborate with associates at all levels.
  • Ability to handle resistance to change.
  • Ability to remain focused and base all decisions on facts and data.
  • Ability to manage in a matrix organization.
  • Ability to remain positive even in the face of adversity.
  • Ability to challenge established processes or procedures.
Personal Attributes:
  • Positive attitude with high energy.
  • Resilient and driven to finding solutions to problems.
  • Team player, passionate about delivering results and achieving targets.
  • Passionate 'professional fixer' who is not deterred by failure and continuously strives for success.
  • Innovative, creative, and self-driven.
Specific Skill/Experiences:
  • Extensive experience in successfully executing Product Development, System Architecture, and Technical Support/Incident management.
  • Able to formulate/present team strategies/roadmaps with options for senior management to take decisions on.
  • High level of ability to collaborate and communicate effectively at all levels of the organization.
  • Able to maintain effective relationships with Business Unit leaders, associates, and a central service delivery organization.
  • Excellent decision-making skill set.
  • Display very high levels of energy, resilience, and maintaining a positive outlook even in the face of adversity.
  • Able to motivate and engage associates at all levels of the organization.
  • Must be able to challenge the status quo and influence multi-directional and non-linear relationships.
  • Must have a passion for using technology to drive process efficiency.
  • Excellent planning and organizational skills with strong inter-personal communication skills.
  • Excellent process improvement, time management, presentation, and organizational skills.
  • Excellent facilitation skills.
  • Passion for improving the client experience with a relentless drive towards flawless execution and making positive change happen.
  • Able to adapt style to different working environments, situations, and cultures.
Education:
  • Degree or equivalent.
Work Experience:
  • Extensive experience in Product Development, System Architecture, and Technical Support/Incident management with a proven track record in delivering results.
  • Experience with AWS & Azure Cloud Service.
  • Extensive commercial track record in successful application of process digitization technology incl. AI/ML/GenAI, RPA, and BPMS.
  • Commercial track record of experience in Operations within a large multi-national company.
  • Held a senior position requiring extensive application of Process Digitization, Process Reengineering, and Project/Program Management.
  • Experience working at a senior level in an international environment.
  • Must be fluent in English, additional language preferred.

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