Chief Information Officer at BURN

About the Role:

• We’re looking for a strategic technology leader to drive software development, ERP/CRM integration, and global IT operations. This role leads cross-functional teams to deliver scalable solutions, streamline data flows, and support real-time decision-making. You’ll oversee infrastructure, cybersecurity, and call centre platforms—ensuring high performance, regional alignment, and exceptional user experience across the organisation.

Duties & Responsibilities
Software Development

• Oversee the full software development lifecycle, including design, development, testing, and deployment of products and features.
• Lead and mentor cross-functional engineering teams (front-end and back-end) to deliver high-quality, scalable solutions.
• Collaborate with product owners and UI/UX teams to translate business requirements into technical deliverables.
• Provide strategic guidance to senior management on software architecture and development priorities.

CRM

• Oversee integration, customisation, and upgrades of ERP and in-house CRM systems (Buisy & Nexus).
• Ensure seamless integration across ERP, CRM, and analytics platforms (Microsoft BI) to unify data flows and enable real-time decision-making.
• Partner with Sales, Carbon, and Customer Experience teams to optimise CRM workflows, automation, training, and user adoption.

IT Governance & Operations

• Lead the management of global IT infrastructure—including data centres, cloud platforms, and network architecture—to ensure high availability, low latency, and cost-efficiency across regions.
• Oversee IT localisation efforts, such as integrating with local mobile network operators (MNOs) in our IoT devices, supporting multilingual systems, regional payment gateways, and adapting to local business practices.
• Manage 24/7 IT support operations for global teams.
• Maintain and manage vendor relationships, including contract negotiations and service-level agreements.

Cybersecurity & Risk Management

• Implement cybersecurity best practices and compliance measures across all IT systems and data platforms.
• Identify, assess, and mitigate IT and data security risks in a proactive and continuous manner.

Call Centre Technology Management

• Lead the implementation and optimisation of call centre platforms to support omnichannel engagement (voice, chat, email, social media).
• Integrate CRM systems with call centre solutions to improve customer journey visibility and agent efficiency.
• Ensure high availability, scalability, and disaster recovery capabilities for mission-critical call centre systems.
• Deploy AI-driven enhancements (e.g., chatbots, sentiment analysis, predictive routing) to elevate customer service and reduce operational costs.
• Collaborate with customer service leadership to track and optimise key performance metrics (e.g., SLA compliance, CSAT).

 Skills and Experience:

• Bachelor’s degree in computer science, Software Engineering, or related field; Master's degree preferred.
• Proven leadership in global software development, IT operations, and cross-functional team management
• Deep expertise in ERP/CRM systems integration and workflow optimisation.
• Strong background in cloud infrastructure, cybersecurity, and compliance.
• Experience implementing omnichannel call centres and AI-driven customer engagement technologies.
• Skilled in driving digital transformation through strategic technology investments and data-driven decision-making.
• Familiarity with manufacturing or asset-intensive industries is a plus.