Vice President

GSDA Automation Platform Development Lead   The GSDA Automation Platform Development Lead is responsible for the technical leadership, delivery, operational support, and continuous improvement of the Global Service Desk Automation (GSDA) product portfolio. The role provides leadership across the development, release, support, and ongoing enhancement of automation solutions that improve user experience, reduce operational effort, and increase service efficiency.   The position acts as a key technical leader, working closely with Product Owners, Business Analysts, Engineering teams, Support organizations, and business stakeholders to ensure successful delivery of strategic initiatives while maintaining platform stability, quality, and operational excellence.

Technical Leadership   Define technical direction, engineering standards, and development best practices.   Lead the design, development, and enhancement of automation platforms and solutions.   Provide technical guidance and mentorship to engineering teams.   Drive platform modernization, scalability, and continuous improvement initiatives.   Product Delivery   Own the end-to-end delivery of new features, enhancements, integrations, and platform improvements.   Translate business requirements into scalable technical solutions.   Ensure high standards of quality, security, supportability, and maintainability.   Support Agile delivery processes and backlog prioritization.   Release & Operational Management   Coordinate application releases, deployments, testing, and production rollouts.   Manage production support, incident response, and problem resolution activities.   Conduct root-cause analysis and implement preventative measures.   Ensure platform reliability, performance, and operational stability.   Platform Governance & Hygiene   Drive technical debt reduction and lifecycle management activities.   Maintain documentation, support procedures, monitoring, and operational controls.   Support security, compliance, audit, and risk management requirements.   Ensure ongoing platform maintenance and operational hygiene activities are completed.   Resource & Vendor Oversight   Provide day-to-day leadership and oversight of managed service providers and consulting resources.   Define work priorities, delivery objectives, and expected outcomes.   Monitor quality, productivity, and delivery performance against agreed goals.   Conduct regular reviews of deliverables, project progress, and resource effectiveness.   Ensure external resources operate in accordance with GSDA engineering standards and delivery expectations.   Partner with vendor management teams on resource planning, onboarding, knowledge transfer, and performance management.   Drive accountability and ensure delivery commitments and business outcomes are achieved.   Stakeholder Management   Build strong relationships with Product, Engineering, Support, and Business teams.   Communicate delivery progress, operational health, risks, and strategic initiatives.   Act as a trusted technical advisor for GSDA products and services.   Balance business priorities while maintaining platform stability and long-term technical direction.   Innovation & Continuous Improvement   Identify opportunities to improve automation capabilities and service effectiveness.   Evaluate emerging technologies, including AI-driven solutions and intelligent automation.   Promote continuous learning, process improvement, and engineering excellence across the team.

Required   Strong experience leading enterprise software development and support teams.   Excellent knowledge of application architecture, system integration, and API-based development.   Experience delivering automation, self-service, workflow, or support platform solutions.   Strong understanding of Software Development Lifecycle (SDLC), Agile methodologies, and release management.   Experience managing