Head of Software Services

We're looking for a Head of Software Services to lead the software services function for our client's Chongqing competency centre. You'll own end-to-end delivery of software services to the business, partner with stakeholders on the product roadmap, and drive implementation, rollout, and adoption of digital projects. Success in this role requires technical depth, a design-oriented mindset, and strong communication skills.

Key Responsibilities

Service Delivery Management

• Define and refine delivery frameworks covering solution design, productivity improvements, and team capability development
• Build delivery efficiency models focused on cost optimization, quality, productivity, and customer satisfaction; ensure projects are delivered on time and within budget
• Review and monitor lifecycle processes for critical projects; oversee compliance for all projects on schedule, effort, quality, margins, and risk
• Run regular business reviews and implement risk-mitigation strategies
• Act as the point of contact for escalated issues

Driving Operational Excellence

• Coordinate with all project stakeholders to ensure BAU and project activities are delivered on time
• Take ownership of the project portfolio, ensuring timely delivery, high quality, and budget adherence
• Monitor project status and employee performance; proactively identify and address issues that could impact operations
• Troubleshoot problems dynamically and propose alternative solutions
• Anticipate issues, flag them early to management, and recommend options
• Establish new processes and controls to increase team productivity
• Maintain high standards in documentation and versioning for all system changes
• Define/refine dashboards to track key metrics; set up mechanisms to monitor them continuously and remediate operational risks
• Continuously improve systems and processes to provide analytical insight into operating drivers
• Review customer satisfaction (C-SAT) results and drive improvements within the delivery organization
• Manage vendors to ensure adherence to group standards and high-quality service delivery

Resource Management & Talent Development

• Manage IT professionals and optimize resource allocation across projects
• Foster a positive, professional work environment that promotes collaboration, respect, and continuous improvement
• Recruit the right talent and drive high employee engagement and satisfaction
• Implement performance management processes with competency and career development opportunities
• Provide ongoing informal feedback and formal annual performance evaluations to identify and develop talent

Requirements

• Bachelor's degree or equivalent
• 5+ years' experience supervising an application management team
• Excellent English communication and presentation skills
• Proven experience building new teams (recruitment, technical assessment, cultural fit)
• Experience working in large organizations (500+ employees) and adhering to governance processes
• Strong knowledge of low-code platforms, cloud computing, microservices, AI, and modern technology stacks
• Solid understanding of various frameworks and infrastructure
• Proficiency in both Waterfall and Agile methodologies
• Strong project management track record
• Experience with resource allocation, utilization, and vendor management
• Basic understanding of infrastructure and network principles
• Demonstrated leadership in building and maintaining a positive team culture
• Excellent stakeholder management and emotional intelligence to influence decisions, mediate conflicts, and build consensus
• Comfortable working in ambiguous, complex environments and solving problems

Desired Skills & Experience

• Service delivery management, operational excellence, contract review, and vendor management
• Resource management, talent sourcing, and talent development