Executive Director, Enterprise Shared Services

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The job details are as follows:
The Executive Director, Enterprise Shared Services is a senior technology leader responsible for the strategic vision, organizational leadership, and operational excellence of critical shared service functions that power the enterprise Software Development Lifecycle (SDLC) and technology delivery ecosystem. This role provides strategic and hands-on oversight across Business Systems Analysis, Quality Assurance (QA) & Test Engineering, Experience Design (XD/UX/UI/User Research), Delivery Management, and Enterprise Architecture Governance.
This leader serves as a force multiplier across the Global Technology organization , driving the adoption of AI-augmented practices, modern engineering disciplines, architecture governance, and human-centered design to accelerate delivery, improve quality, and elevate the end-to-end technology experience. The Executive Director bridges business strategy and technical execution, ensuring shared services functions are not passive support structures but active drivers of enterprise capability maturity and innovation.
This role demands a leader with functional and technical acumen across multiple domains, the ability to inspire and develop high-performing technical teams, and the organizational influence to drive cross-functional alignment at the enterprise level.

Responsibilities

Strategic Leadership

• Define and execute a forward-looking vision and multi-year strategy for Enterprise Shared Services, ensuring alignment with enterprise business objectives, technology roadmap, and CTIO priorities.
• Champion the strategic integration of Artificial Intelligence (AI) across all shared services functions - including AI-assisted requirements analysis, intelligent test automation, generative UX research synthesis, AI-augmented architecture decision support, and predictive delivery analytics.
• Lead the modernization and maturation of shared services disciplines by incorporating industry best practices, AI-first thinking, agile and lean methodologies, and emerging technology capabilities.
• Establish shared services as a center of excellence that actively elevates enterprise SDLC capability, reduces friction across the delivery lifecycle, and accelerates time-to-value.
• Partner with senior technology and business leadership to ensure shared services strategies are integrated into enterprise planning, investment decisions, and organizational priorities.
• Stay current with industry trends in AI, software engineering, architecture, design, and quality engineering, translating emerging capabilities into actionable organizational strategies.

• Provide visionary leadership and day-to-day direction for teams spanning Business Systems Analysis, QA & Test Engineering, Experience Design (XD/UX/UI/User Research), Delivery Management, and Enterprise Architecture.
• Build and sustain an organizational structure that promotes cross-functional collaboration, deep technical craft, knowledge sharing, and consistent delivery excellence.
• Foster a culture of technical excellence, innovation, ownership, and continuous improvement - where teams are empowered to challenge the status quo and drive meaningful change.
• Develop and manage budgets, resource plans, hiring strategies, and capacity models aligned to enterprise priorities and delivery demand.
• Establish organizational KPIs and maturity frameworks that measure and communicate the impact of shared services functions on enterprise delivery performance.
• Lead the continued evolution of the QA function from traditional testing toward a modern Test Engineering discipline, including shift-left testing, continuous testing, and quality-by-design principles embedded across the SDLC. Mature the enterprise-wide Test Automation program, overseeing the design, implementation, and governance of automation frameworks across UI, API, integration, performance, and security testing layers.
• Lead Enterprise Technology Governance and component management by defining and enforcing technology standards and decision processes; maintaining the systems and data that enable end-to-end system health visibility (including application/service inventories, dependency mapping, and CMDB integrity); and delivering executive-ready insights through standardized dashboards and reporting on architecture compliance, platform risk, technical debt, lifecycle status, and modernization progress.

• Help drive AI adoption across shared services functions in Enterprise Shared Services
  • Drive the adoption of AI-assisted requirements engineering practices, including the use of AI tools for requirements elicitation, documentation, gap analysis, and user story generation.
  • Leverage AI to advance testing capabilities, including AI-driven test case generation, intelligent defect prediction, automated regression testing, self-healing test scripts, and AI-augmented exploratory testing.
  • Leverage AI tools to enhance design and research workflows, including AI-assisted prototyping, generative design exploration, automated usability analysis, and AI-driven synthesis of qualitative research data.
  • Leverage AI and data analytics to enhance delivery forecasting, capacity planning, risk prediction, and portfolio reporting.

• Oversee the delivery of high-quality, scalable solutions across the Software Development Lifecycle (SDLC), ensuring adherence to timelines, budgets, and scope.
• Oversee Delivery Management, ensuring enterprise-wide visibility into portfolio health, delivery velocity, risk, and dependency management.
• Ensure effective resource allocation and capacity planning for projects and initiatives, balancing competing priorities while maintaining focus on organizational goals.

• Build and maintain strong relationships with business and technology stakeholders to ensure alignment and effective communication across teams.
• Facilitate cross-functional collaboration to ensure the successful delivery of enterprise-wide initiatives.
• Champion organizational change management, driving adoption of new practices, tools, and ways of working across shared services and the broader technology organization.

Qualifications

Education and Experience

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (Master's degree preferred).
• 10+ years of progressive leadership experience in technology, with demonstrated expertise spanning multiple shared services disciplines including Business Systems Analysis, Quality Assurance/Test Automation, Experience Design, Delivery Management, or Enterprise Architecture.
• Proven track record of building and leading high-performing technical teams at scale, with experience managing organizations of significant size and complexity across multiple functional domains
• Technical fluency across the Software Development Lifecycle (SDLC), with hands-on understanding of modern engineering practices including CI/CD, DevOps, API-first architectures, and agile delivery frameworks.
• Demonstrated experience leading enterprise-scale Test Automation and Test Engineering programs, including implementation of automation frameworks, toolchain governance, and quality engineering metrics.
• Practical knowledge of AI tools relevant to software delivery, including experience applying or directing the adoption of AI tools across testing, design, architecture, requirements, or delivery functions.
• Experience with Experience Design, including UX strategy, design systems, user research methodologies, and design-to-engineering collaboration practices.

• Exceptional leadership and coaching skills, with a proven ability to inspire and develop high-performing teams.
• Strong strategic thinking and problem-solving abilities, with a focus on innovation and operational excellence.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.
• Experience managing budgets, resources, and capacity planning for large-scale technology initiatives.
• Strong collaboration skills, with the ability to influence and align cross-functional teams.

Job Conditions:

Working Conditions: Normal office environment.

ADA/EAA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.