Head of Digital Business Support Systems

About the role

Reporting to the Chapter Lead – Digital IT, the Head of Digital Business Support Systems will provide strategic planning, modernization leadership, and operational excellence for the Business Support Systems (BSS) domain. The role drives end‑to‑end delivery of agile, AI‑enabled BSS that support customer acquisition, revenue management and digital service evolution.

Key responsibilities

• Lead the transformation from complex monolithic platforms to simplified, cost‑efficient, cloud‑native BSS, defining and executing a 3‑year technical roadmap, ensuring TMF Open API compliance and AI‑native architecture.
• Transform fragmented channel tools into digital‑first, AI‑driven self‑service CARE platforms, embedding AI, automation and predictive care, and enabling converged Customer 360/MDM solutions.
• Shift delivery from ticket‑based waterfall to composable modern platforms supporting weekly releases, reusable artefacts and “build once – use many” templates, reducing time‑to‑market by over 30 %.
• Establish and lead centralized Platform & SRE squads to provide 24/7 maintenance, predictive operations and zero‑touch management, targeting >99.99 % system availability and reduced MTTR.