Bachelor's degree in Information Technology or any related field.
Core Competencies: Issues advice to stakeholders within own professional domain.
Business IQ: Understand their industry, ecosystem and financial business drivers of their businesses/functions. Know how to assess the financial health of the business and use metrics for decision making and to drive value realization.
Change Management: Applies processes and tools to realize organizational change. It includes stakeholders’ analysis, understanding business environment, communication, identification of training requirements, processes, structures, risks and opportunities, etc. Demonstrates expert knowledge of change.
AI & Digital Enablement: Demonstrates strong AI/ML and Generative AI literacy and can identify, prioritize, and shape AI-enabled opportunities in shared services (e.g., case triage, knowledge management, document processing, forecasting) with clear value framing (cost, cycle time, quality, risk reduction). Partners effectively with Digital/data teams and vendors to define requirements, run pilots, drive adoption, and scale solutions.
Data, Measurement & Responsible AI: Understands data quality and process dependencies and uses analytics to improve outcomes. Defines and tracks AI-enabled service KPIs (e.g., accuracy, containment/deflection, AHT, SLA performance, customer satisfaction) and drives continuous improvement. Applies appropriate governance and Responsible AI practices (privacy, security, transparency, bias/fairness, human oversight) in solution design and rollout.
Client Management: Has the ability and skill to manage customers/clients to ensure quality services and outputs and optimal resource utilization.
Client Focus/Stakeholder Management: Focuses on discovering and meeting the stakeholders' needs (can be internal or external clients or other stakeholders).
Communication: Has the ability to express ideas, request actions, summarize events and motivate people by means of clear and effective presentations, verbal and written.
Continuous Improvement: Has knowledge of continuous improvement methodologies (e.g. Six Sigma) and applies this.
Initiative and pro-active behaviour: Identifies a problem, obstacle or opportunity and takes action in light of this identification to address current or future problems or opportunities, ideally starting from a clear vision. Initiative should be seen in the context of proactively doing things and not simply thinking about future actions.
Organizational Awareness: Has the ability to identify, understand and utilize key relationships, power dynamics, culture and structure within one’s own and other organizations (e.g. clients, suppliers, etc.). This includes the ability to identify who the real decision makers are, the individuals who can influence them and to predict how new events or situations will affect individuals and groups within the organization.
Project and portfolio management: Plans and directs a single or portfolio of Digital projects to ensure co-ordination and management of interdependencies. Orchestrates projects to develop or implement new, internal or externally defined processes to meet identified business needs.
Relationship building: Has the ability to identify, build and maintain short- and long-term internal or external networks (with all kinds of stakeholders, within or outside the organization).