Head Of Information Technology (Global Loyalty Company) in Abu Zaby [Abu Dhabi], United Arab Emirates

at Etihad Airways

Airline / Aviation
Information Technology
Minimum Qualification
Bachelor's Degree
Required Experience
10 - 15 years
Employment Type
Full Time
Male or Female

Job Description

This newly created role is to oversee, lead and manage the IT Design and Delivery for the Global Loyalty Company (GLC) and its associated subdivisions. The Global Loyalty Company is the parent company of Top Bonus, Etihad Guest and Jet Privilege.

You will lead and take ownership to source, design, build and implement the required IT solution of the GLC as part of the overall GLC implementation program - including (but not limited to) the delivery of a best in class loyalty platform, new CRM capabilities, required digital and social front ends and Big Data and analytics platforms.   You will act a Chief Information Technology officer across all central and regional IT functions of the GLC and harmonize and build the required IT organisations, processes, application landscapes, infrastructures etc. across the different entities with the objective to form a powerful, integrated IT function.  


  • Plan, initiate, and deliver complex or strategic projects / programmes including the re-plat forming of Global Loyalty and the consolidation of a central IT function to support Etihad Guest, AirBerlin Topbonus and Jet Airways with potential additional partners in the future
  • Lead the creation or evolution of the Global Loyalty IT function and delivery program. Ensure the creation of an IT organisation that supports the vision of the company to be a leading Global Loyalty company
  • Liaise with Data Strategy Lead to ensure appropriate capture, storage and usage of data within IT architecture and data management systems
  • Create a business partnership and ensure close cooperation between the business areas and IT
  • Manage day-to-day operational aspects of Global Loyalty IT across a broad scope
  • Proactively manage risks and mitigation to avoid project/program delays
  • Lead process and methodology improvements initiatives based upon performance analysis lessons learned
  • In conjunction with Global Loyalty and Etihad IT, regularly assess business service needs against actual service supplied
  • Identify gaps and feed into Service Improvement Plans and IT Change Request Process
  • Prepare for engagement reviews and quality assurance procedures
  • Help the business areas make well-judged tradeoffs when there are conflicting priorities for IT investments
  • Provide advice, assistance and leadership associated with the planning, design and improvement of IT service and IT component availability, including the investigation of all breaches of availability targets and service non-availability in relation to risk exposure, with the instigation of remedial activities
  • Manage and negotiate with multi-vendor consortiums in complex programmes. Align suppliers’ goals to Global Loyalty. Use strong communication skills, relationships and contractual management techniques to manage suppliers effectively
  • Able to capture and manage significant and conflicting requirements from senior business stakeholders
  • Accountable for setting function/program goals, managing cost performance and ensuring achievement through people and processes. Decisions and actions will normally impact business, program, project, function
  • Continuously learn from and network with other Global Loyalty business to establish best practice in strategic sourcing


  • University degree or equivalent in the field of computer science and/or a relevant field

Optionally recognised professional Airline industry Management or Computer Science qualification

  • Knowledge of Prince 2 project management methodology or equivalent
  • Typically 12+ years’ relevant experience. Key contributor, recognised expert/specialist in their field
  • Successful track record in leading and implementing large scale IT technical projects
  • 10-12 years’ work experience in IT
  • 5 years Loyalty or Marketing services experience required
  • Ability to assimilate and discuss complex topics – Essential
  • Ability to produce high quality and accurate documentation – Essential
  • Successful track record in implementing large scale IT related change programmes
  • Excellent analytical and technical skills
  • Excellent written and verbal communication skills
  • Excellent planning and organizational skills
  • Basic knowledge of financial models and budgeting
  • Recognised by the business area as an expert in the technology, systems and applications deployed in their part of the business
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