Digital Services & Maturity Senior Specialist

Role Overview

Digital Services & Maturity Senior Specialist at BlackStone eIT. This role manages and optimizes digital platforms and services to enhance user experience and drive organizational efficiency.

Role Purpose

Oversee the development, deployment, and maintenance of digital solutions while ensuring alignment with business objectives. Work across cross-functional teams to identify digital transformation opportunities, implement innovative tools, and monitor performance of digital services. Ensure IT operations and maintenance align with IT standards and organizational strategy while supporting the implementation of IT projects according to business needs.

Key Responsibilities

Strategy & Governance

• Report on, maintain, and execute digital and AI strategies in alignment with organizational objectives and governance frameworks.
• Oversee performance tracking, value realization, and sustainable integration of digital and AI initiatives across business units.
• Develop the Digital IT strategy with necessary support.
• Verify the alignment of IT operations and maintenance with IT standards and the organization's overall strategy.
• Verify the alignment of digital business requirements with data security policies in cooperation with the Information Security Management Office.

Digital Services Management

• Oversee the design, implementation, and maintenance of digital platforms, tools, and services.
• Manage and optimize websites, mobile apps, and customer-facing digital touchpoints.
• Ensure digital services meet user needs and align with organizational goals.
• Implement business intelligence requirements and digital business and data analysis.
• Implement business digitization needs and identify digital user requirements across organizational units.

Digital Transformation

• Identify opportunities to improve processes through digital technologies.
• Collaborate with teams to implement solutions that enhance efficiency and innovation.
• Lead initiatives to adopt emerging digital tools and trends.
• Provide necessary technical support and work on digital business improvements in coordination with relevant departments.

Performance Monitoring & Analytics

• Track and analyze the performance of digital platforms using key performance indicators (KPIs).
• Generate insights and reports on user behavior, service effectiveness, and ROI.
• Recommend improvements based on data-driven insights.
• Implement the department's operational plan KPIs and review them with the direct supervisor.

Requirements Management & Service Level Alignment

• Engage with stakeholders to elicit and document business requirements.
• Translate stakeholder needs into functional and non-functional requirements.
• Facilitate requirements validation sessions with stakeholders to ensure accuracy and completeness.
• Utilize best practices and methods in identifying general service level agreements for Digital Business Alignment department services (SLAs).
• Study and analyze service gaps and identify required improvement procedures.

Compliance & Quality Assurance

• Ensure digital services comply with organizational standards, data privacy regulations, and best practices.
• Conduct regular audits to ensure security, reliability, and accessibility of digital platforms.

Stakeholder Collaboration & Support

• Work with internal teams, vendors, and partners to deliver high-quality digital services.
• Provide training and support to staff on the use of digital tools and platforms.
• Act as a point of contact for digital service inquiries and troubleshooting.

Qualifications & Experience

• 8+ years of experience in digital services, transformation, or related field.
• Proven experience in delivering customer-centric digital solutions.
• Experience in ISO audits or similar roles is an advantage.

Skills & Competencies

• Strong knowledge of content management systems (CMS) and customer relationship management (CRM) platforms.
• Proficiency in analytics tools such as Google Analytics, Power BI, or Tableau.
• Understanding of digital trends, UX/UI principles, and SEO best practices.
• Basic knowledge of programming languages such as HTML, CSS, or JavaScript is a plus.
• Excellent project management and organizational skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and collaboration skills.

Additional Information

• Certifications in digital marketing, analytics, or project management such as Google Analytics, PMP, or Agile are preferred.