Head of Enablement

Head of Business Enablement

Role purpose

The Head of Business Enablement is accountable for driving effective governed and value-led adoption of Generative AI (Gen-AI Co-pilot Claude) across the organisation. The role provides overall leadership for a business-facing enablement capability ensuring that demand is addressed at the appropriate level through hands-on enablement and tactical solutioning or escalated to core platform and engineering teams where strategic delivery is required.

This role acts as the primary interface between business stakeholders and technology teams owning the operating model intake and prioritisation governance reporting and service continuity.

Role summary

• The Head of Business Enablement leads a managed business-facing Gen-AI enablement capability. The role embeds enablement resources alongside business users to drive practical adoption rapid tactical solutions and structured escalation of complex needs.

• This is an outcomes-driven leadership role responsible for service performance stakeholder alignment and measurable value realisation over the lifecycle of the engagement.

Key responsibilities

Service ownership and leadership

• Own the end-to-end Business Enablement operating model from demand intake through triage delivery reuse and measurement.

• Lead and manage the enablement team ensuring appropriate coverage aligned to priority stakeholders workflows and adoption goals.

• Ensure service continuity through effective onboarding knowledge management leave cover and substitution mechanisms.

• Establish a delivery culture focused on hands-on enablement and tangible business outcomes rather than documentation-only support.

Executive stakeholder management and engagement

• Act as the senior point of contact for business and technology leadership on Gen-AI enablement matters.

• Establish and run regular governance forums including weekly operational reviews and monthly insights or steering sessions.

• Maintain transparent communication on pipeline status delivery progress adoption sentiment and realised or estimated benefits.

Demand intake triage and prioritisation

• Own the single intake mechanism for Gen-AI -related demand ensuring requests are captured triaged prioritised and tracked transparently.

• Ensure demand is shaped into clear problem statements scope boundaries acceptance criteria and prioritised backlogs.

• Enforce a consistent triage approach to distinguish between enablement-deliverable tactical work and platform or engineering-led initiatives.

Orchestration with platform and technology teams

• Act as the translation layer between business demand and technology delivery teams.

• Oversee the preparation of structured escalation packs covering problem context business value risks constraints dependencies and success measures.

• Track progress of escalated initiatives and remain the conduit between business stakeholders and delivery teams.

Governance risk and controls

• Ensure the enablement capability operates within organisational governance security privacy and data-handling requirements.

• Oversee the maintenance of risk issue decision and dependency logs.

• Ensure all enablement artefacts including prompts agents automations and playbooks are stored in approved repositories and remain auditable.

Measurement SLAs KPIs and reporting

• Define agree and manage service levels and performance indicators across intake responsiveness delivery turnaround times training adherence and reporting timeliness.

• Own weekly operational reporting and monthly insights packs covering adoption trends throughput reuse satisfaction and value indicators.

• Use metrics and qualitative insights to continuously refine the operating model and focus areas.

Mobilisation and transition management

• Lead mobilisation activities including access tooling setup operating rhythms intake processes initial backlog formation and enablement planning.

• Ensure the delivery of an initial enablement asset pack early in the engagement including prompt templates playbooks and standard ways of working.

• Own the transition-out and knowledge transfer approach ensuring sustainable handover of artefacts and know-how.

Delivery model expectations

• Operate an embedded business-facing delivery model with frontline enablement supported by offsite capacity for asset creation and back-office activities.

• Define and manage onsite and offsite delivery expectations per role including coverage hours and escalation paths.

Required skills and experience

Leadership and operating model capability

• Strong executive stakeholder management and facilitation skills.

• Proven experience owning and scaling business enablement or adoption-focused operating models.

• Demonstrated ability to lead multidisciplinary teams in a managed service or outcome-based delivery model.

Gen-AI and technology enablement

• Deep understanding of Gen-AI concepts and enterprise adoption patterns.

• Experience balancing rapid tactical delivery with longer-term platform or engineering initiatives.

• Strong ability to translate business problems into fit-for-purpose delivery pathways.

Ways of working

• Outcome-oriented pragmatic and comfortable operating in fast-moving environments.

• Strong governance and reporting discipline with an emphasis on transparency and measurable value.

• Confident operating at both strategic and execution levels from executive forums to delivery oversight.

Key deliverables owned by the role (through the team)

• Business Enablement operating model and mobilisation artefacts.

• Demand intake log prioritised backlog and triage outcomes.

• Structured escalation packs for platform or engineering delivery.

• Reusable enablement assets including prompt and agent libraries.

• Training and adoption plans and artefacts.

• Weekly operational updates and monthly insights reports.

• Risk issue decision and action registers.

Performance measures (illustrative)

• Adherence to agreed service levels across intake triage delivery and reporting.

• Adoption and engagement across priority user cohorts.

• Throughput and reuse of enablement assets.

• Stakeholder satisfaction and perceived value.

• Demonstrable time quality or productivity improvements linked to enablement.

Preferred experience

• Experience enabling Generative AI or automation Within Financial Services Investment Banking or Similarly Regulated Industries.

• Prior exposure to Managed Service Delivery Models with clear SLAs KPIs and reporting requirements.

• Experience working with Centre-Of-Excellence-Style Enablement Teams.

• Number of years experience: 5-7 years

Workplace type

• Onsite (Johannesburg - Rosebank)

Employment Type

• Contract