- Set global support and production-engineering strategy, champion innovation
and operational change, and guide complex cross-functional projects with broad direction; ensure delivery meets compliance standards, service-level agreements, and business requirements while defining service ownership, regional coverage, operating routines, escalation paths, and continuity expectations.
- Establish portfolio-wide reliability standards and governance for
service-level objectives, error budgets, availability, detection and recovery, repeat incidents, change outcomes, and client impact. Own the portfolio scorecard and executive reporting cadence, translating service, client, risk, control, and automation signals into priorities, investment choices, and accountable corrective actions.
- Lead governance for material incidents and systemic problems across regions,
ensuring disciplined command, timely escalation, credible impact assessment, root-cause quality, and durable remediation. Set cross-portfolio change and resiliency guardrails and partner with technology and business leaders to resolve risk-versus-delivery trade-offs without displacing service-owner accountability.
- Oversee portfolio controls and evidence for patching, certificates,
vulnerabilities, end-of-life technology, audit findings, and regulatory commitments; partner with Risk, Compliance, Legal, and Operations to prioritize exposure, strengthen evidence, and close remediation gaps.
- Sponsor measurable automation and toil reduction, including runbook execution
and control-evidence collection; track manual effort retired and capacity returned to strategic change. Govern enterprise-authorized AI-assisted workflows with human validation, data safeguards, traceability, and appropriate review and escalation.
- Align product, application development, central SRE and observability,
business, implementation, and service teams through clear agreements and dependency management. Anticipate team needs, remove roadblocks, and establish consistent regional routines for onboarding, implementation, service reviews, and client escalations.
- Build a high-performing global organization through clear expectations,
equitable delegation, active engagement and career conversations, and hiring, developing, and recognizing talent. Strengthen manager and service-owner capability, succession and backup coverage, merchant-services domain expertise, and a culture of conduct, controls, and operational discipline; deliver concise executive updates on portfolio health, impact, risks, initiatives, and decisions.