IT Service Delivery Manager

Your Job

As an IT Service Delivery Manager, you will play a critical role in ensuring the smooth operation and efficient delivery of IT services related to our enterprise data platform (S3 and Snowflake) and BW platforms.

Your responsibilities will encompass managing our offshore support teams, maintaining effective communication with stakeholders if issues arise, and driving continuous improvement in data delivery performance and operations.

You will play a critical role in customer satisfaction.

Additionally, your expertise in data replication technologies, ETL (Extract, Transform, Load) processes, S3 (Amazon Simple Storage Service), and Snowflake technologies will be essential.

Our Team

You will be part of the Enterprise Data Management group and work closely with other functional teams like Data Services, MDM (Master Data Management), and Data Governance.

Your main responsibilities will include ensuring service quality, customer satisfaction, risk management, continuous improvement, compliance, and strategic utilization of operations across these teams and the wider organization.

What You Will Do


* Team Management:



* Lead and manage two support teams responsible for maintaining and supporting enterprise data platforms and BW data platforms.


* Ensure team members are aligned with business priorities and deliver high-quality services.

Stakeholder Communication:


* Act as a bridge between technical teams and business stakeholders.


* Facilitate regular communication to provide updates, address concerns, and manage expectations.

Continuous Improvement:


* Identify areas for process enhancement and efficiency gains within data delivery operations.


* Implement best practices and drive continuous improvement initiatives.

Data Platform Expertise:


* Understand data replication technologies, including real-time and batch replication methods.


* Familiarity with ETL processes, data transformation, and loading mechanisms.


* Proficiency in managing data storage solutions like Amazon S3 and Snowflake.

Incident and Problem Management:


* Handle critical incidents related to data platforms promptly.


* Collaborate with technical teams to resolve issues and minimize impact on business operations.

Service Quality and Customer Satisfaction:


* Monitor service quality metrics and ensure customer satisfaction.


* Implement service improvement initiatives based on feedback and performance data.

IT Asset Management:


* Oversee the management of IT assets related to data platforms.


* Ensure compliance with licensing, security, and procurement processes.

Who You Are (Basic Qualifications)


* Education: A relevant degree (e.g., Bachelor's or College Degree) in Computer Science, Business, Information Technology, or related fields.


* Certifications: Consider certifications such as ITIL, PMP, MCSE, PMI, MCSA, MCP, LEAN, CAPM, TOGAF, or PRINCE2.


* 3+ years of l ...