Engagement Technology Centre of Excellence Manager

Overview

This role leads the Engagement Technology Centre of Excellence within the IT function. The position is responsible for shaping the strategic direction, architecture, and operational excellence of platforms that support customer engagement, HR systems, and digital experience. Working closely with commercial, marketing, HR, and digital transformation teams, the role ensures that technology platforms deliver maximum value, align with business goals, and enable continuous innovation.

Key Responsibilities

• Lead a team of specialists across customer engagement and people experience platforms.
• Develop and maintain strategic roadmaps for relevant platforms.
• Define and ensure adherence to architectural standards and governance.
• Champion innovation and continuous improvement across supported platforms.
• Oversee the lifecycle management of customer engagement platforms, HRIS platforms, and web hosting platforms.
• Ensure platforms are secure, compliant, and optimised for performance and user experience.
• Manage relationships with external strategic partners, service providers, and vendors.
• Partner with digital transformation teams to align technology with customer and employee experience goals.
• Collaborate with marketing and commercial teams to support campaigns and digital initiatives.
• Act as a key liaison between IT and business stakeholders to ensure platform capabilities meet evolving needs.
• Ensure robust support, maintenance, and enhancement processes are in place.
• Monitor and report on platform performance, usage, and KPIs.
• Promote best practices, standardisation, and reuse across application platforms.
• Evaluate emerging technologies and recommend adoption where appropriate.
• Support project planning, resource allocation, and delivery of initiatives within scope, time, and budget.
• Provide guidance on solution design, integration, and operational execution.
• Work with business stakeholders to ensure the benefits of technology investments are fully realised and aligned with business goals.

Key Requirements

• Bachelor's degree in Information Technology, Business Systems, or a related field.
• Certifications in SAP, HRIS, or digital platforms are advantageous.
• 5+ years' experience managing enterprise platforms in customer engagement and HR domains.
• Strong understanding of SAP ecosystem solutions and related digital platforms.
• Experience with web hosting technologies such as Drupal or WordPress is desirable.
• Proven ability to lead cross-functional teams and manage vendor relationships.
• Strategic thinker with hands-on technical capability.
• Excellent communication, influencing, and stakeholder management skills.
• Experience in relevant industry sectors is an advantage.
• Familiarity with digital transformation programmes and knowledge of data privacy and compliance frameworks.
• Strong team player with a growth mindset.