Director, Technology Services

Key Responsibilities

• Drive the implementation and adoption of core technology services across all business-aligned application teams, ensuring consistency, compliance, and developer empowerment.
• Serve as a bridge between horizontal Technology Services and vertical application teams to embed capabilities like DevOps, automation, observability, and quality engineering into every SDLC phase.
• Oversee services supporting developer workflows, including cloud engineering, SRE/DevOps, CI/CD pipelines, performance engineering, and test automation tooling.
• Partner with Product and Engineering leadership to evolve paved road strategies and self-service platform capabilities.
• Ensure QA services—including test environment management, UAT support, and functional/non-functional testing—are delivered as scalable shared services.
• Establish quality benchmarks, test coverage metrics, and automated regression standards.
• Lead delivery of ITSM functions such as Incident, Change, Problem, Asset, and Request Management using ITIL frameworks.
• Integrate ITSM workflows with engineering pipelines and enterprise service desks.
• Provide governance and operational excellence across infrastructure services like network, middleware, data center, backup, storage, and hardware.
• Ensure readiness and scalability of these foundational capabilities to meet the needs of all business domains and applications.

Qualification & Requirements

• Minimum 15+ years of experience in IT service delivery, platform engineering, or shared services leadership in a complex enterprise.
• Proven success in driving adoption of technology enablement platforms across diverse product and application teams.
• Deep understanding of developer productivity platforms, ITIL/ITSM frameworks, QA methodologies, and infrastructure operations.
• Strong leadership, communication, and cross-functional collaboration skills.
• Certification in ITIL / PMP/ SAFe / AWS preferred
• Experience operating in a federated or matrixed IT organization supporting multiple business lines.
• Familiarity with enterprise architecture governance, DevOps platforms, and observability tooling (e.g., Dynatrace, Splunk).
• Demonstrated ability to balance service standardization with business-specific customization.
• Ability to operationalize service ownership at scale across multiple domains.
• Bias toward automation, self-service, and user experience.
• Passion for continuous improvement and technology modernization.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your India-specific benefits include:

• Employees Provident Fund [EPF]
• Gratuity Payment
• Public holidays
• Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave
• Annual Health Checkup
• Hospitalization Insurance Coverage (Mediclaim)
• Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance
• Cab Facility
• Relocation Benefit