Head

The Head of Guest & G360 IT Delivery is responsible for leading the end-to-end delivery, integration, and governance of the Guest360 (G360) platform, contact centre technologies, and self-service/unattended channels. This role ensures the seamless integration of guest engagement platforms across voice, chat, social, digital, and traditional channels, enabling consistent and data-driven guest experiences.

This position combines delivery leadership with a strategic outlook, overseeing a broad portfolio that includes agile and waterfall initiatives. The role also plays a key part in shaping high-impact programs and ensuring technology solutions are aligned with guest experience goals. When acting as a Release Train Engineer (RTE), the individual will guide Agile Release Train (ART) processes, events, and delivery cycles.

Key Responsibilities

Strategic Leadership & Transformation

• Champion a transformational mindset to drive innovation and continuous improvement across guest-related initiatives.
• Collaborate in strategic discussions to influence how technology enhances guest interactions and outcomes.
• Lead end-to-end delivery of strategic programs from inception through closure, in collaboration with product and business stakeholders.

Platform & Program Delivery

• Own and manage the delivery roadmap for the G360 platform and associated engagement technologies.
• Oversee the integration and governance of contact centre solutions (voice, IVR, omnichannel).
• Lead the design and delivery of unattended/self-service channels, including AI chatbots, WhatsApp, SMS, portals, and email automation.
• Ensure platform interoperability with key enterprise systems including PSS, Offer-Order (NDC), Loyalty, CRM, Ecommerce, Operations, Finance, and Data.

Architecture, Data & Integration

• Drive an API-first strategy and oversee data modeling and architectural standards for omnichannel engagement.
• Support the evolution of G360 as the authoritative source of guest data across all systems.

Governance & Agile Delivery

• Establish and enforce governance frameworks for agile delivery, including backlog management, sprint planning, prioritization, and release coordination.
• Act as a Release Train Engineer when required, facilitating Agile Release Train events and ensuring alignment across teams.

Vendor & Stakeholder Management

• Manage external vendors and system integrators, ensuring delivery quality, contractual performance, and accountability.
• Translate business and operational needs into executable IT initiatives with measurable value.
• Provide senior leadership with regular updates on progress, performance, adoption, and business value.

Team Leadership & Development

• Build and lead high-performing, cross-functional agile teams across domains such as contact centre systems, AI/chatbot solutions, systems integration, and data engineering.
• Promote a culture of collaboration, continuous improvement, and innovation in service delivery.

Qualifications & Experience

• Experience: 12+ years of experience managing large-scale, complex, cross-functional IT programs, with a strong focus on guest/customer experience platforms.
• Industry Exposure: Prior experience in the airline industry; familiarity with airline guest engagement systems is a strong advantage.
• Delivery Expertise: Proven ability to lead hybrid (agile and waterfall) delivery models and large program portfolios with transformational impact.