Job Description

L3

The Digital and Marketing Solutions Tech Enablement Lead – Delivery, Operations & Support is accountable for ensuring the stability, scalability, and performance of the digital and marketing enablement ecosystem that powers our global distribution channels.

This leader will own operational delivery, production support and KTLO for marketing self-service capabilities and the digital experiences underpinned by our Digital Distribution Foundation. They will partner closely with the build engineering teams to ensure seamless handover from project delivery to stable run-state, and lead offshore support teams in resolving issues quickly, enabling marketers to focus on driving client engagement.

They will serve as the senior technology leader for Global distribution Technology Digital and Marketing Solutions Tech Enablement operations, bringing a strong command of vendor management, incident resolution, and process improvement in a complex, global, regulated environment.

Key Responsibilities

Operational Leadership

• Lead production support and KTLO for Marketing self-service capabilities (e.g., Marketing Resource Management, Campaign & Journey Orchestration, Content Management, Event Management, Social Engagement, Consent & Preferences) and digital experiences powered by the Digital Distribution Foundation.
• Ensure high availability, stability, and performance of platforms, with proactive monitoring, incident management, and root cause analysis.
• Maintain a strong ITIL-based operational discipline, optimizing incident, problem, and change management processes.

Partnering for Seamless Delivery

• Partner with build engineering teams to ensure smooth transition from project delivery to BAU, with clear operational readiness criteria.
• Collaborate with marketing, sales, and product stakeholders to understand needs and ensure operational capabilities meet business expectations.
• Act as the primary technology liaison for segment marketing teams using self-service tools, ensuring fast resolution and strong adoption.

Vendor & Offshore Team Management

• Provide senior leadership oversight for external service providers (e.g., TCS) managing offshore support teams.
• Set performance expectations, SLAs, and escalation paths for vendors, ensuring alignment with internal standards.
• Build a culture of partnership and accountability with external partners.

Governance & Continuous Improvement

• Lead governance for digital channel enablement operations, ensuring compliance with security, privacy, and regulatory requirements.
• Drive continuous improvement initiatives to increase self-service capability, reduce manual intervention, and improve user satisfaction.
• Monitor KPIs for incident resolution time, platform uptime, and customer satisfaction, implementing corrective actions as needed.

Experience & Skills Required

Essential:

• 15+ years in technology delivery and operations, with at least 5 years in enterprise-scale digital marketing or martech operations.
• Proven track record in production support leadership, KTLO, and operational excellence for marketing enablement platforms and digital experiences.
• Strong vendor management experience, particularly with large offshore partners (e.g., TCS, Infosys, Wipro), including contract oversight, SLA enforcement, and performance improvement.
• Familiarity with Digital Marketing Solutions (DMS) platforms (Adobe Experience Cloud, Salesforce Marketing Cloud, Seismic, etc.).
• Expertise in ITIL processes and operational governance in a regulated environment.

Preferred:

• Experience in asset management, wealth management, or financial services digital distribution environments.
• Knowledge of capability-led funding models and working in a Solution Delivery structure.
• Track record in increasing self-service adoption among non-technical marketing teams.

Leadership Attributes

• Operational Anchor: Ensures stability and reliability as the foundation for business growth.
• Service Mindset: Acts as a trusted partner to marketing teams, anticipating needs and removing friction.
• Vendor Commander: Sets clear expectations, drives accountability, and builds productive partnerships with external providers.
• Calm Under Pressure: Maintains composure and focus during incidents, ensuring issues are resolved quickly and thoroughly.
• Global Mindset: Operates effectively across time zones, cultures, and distributed teams.

Work Flexibility

This role is eligible to work from home up to three days per week

Why Join Us

This is a pivotal role for ensuring our digital marketing enablement ecosystem delivers reliable, high-quality service every day. You’ll be the leader who keeps the lights on for our global digital distribution channels, enabling marketing teams to work faster, smarter, and with greater confidence.

Your impact will be felt daily — in the stability of our platforms, the productivity of our teams, and the trust our stakeholders place in our digital delivery organization.