Service Delivery Lead

As a Manager IT Management is responsible for tracking and analyzing the data for our services to ensure they align with the organizations value and strategic goals. They assess service performance, identify opportunities to maximize value, and support decision-making to optimize resource use and outcomes. The purpose is to drive continuous improvement, ensuring services deliver measurable business value and enhance overall efficiency.

We will count on you to :

Financial & Service Performance Analysis and Reporting

• Collect, analyze, and interpret data on service financial & delivery performance against agreed metrics and value targets. Prepare clear reports and dashboards to communicate findings to stakeholders.

• How:

  Use data tools and collaborate with service teams to gather accurate information. Identify trends, risks, and opportunities for improvement.

• Direction:

  Moderate direction; expected to work independently but escalate complex issues or insights to management.

Value Optimization and Improvement Initiatives

• What to do:

  Identify gaps between current service delivery and value objectives. Recommend and support initiatives to enhance service efficiency, cost-effectiveness, and business impact.

• How:

  Collaborate with cross-functional teams to design and implement improvements, track progress, and measure outcomes.

• Direction:

  Some guidance from senior leaders or value managers; requires proactive problem-solving and initiative.

Stakeholder Engagement and Communication

• What to do:

  Liaise with internal stakeholders, including service owners, finance, and business units, to ensure alignment on value goals and service expectations. Facilitate meetings example Governance and workshops as needed.

• How:

  Maintain clear, consistent communication and manage expectations regarding service delivery and value realization.

• Direction:

  Works with general autonomy; may require occasional support for complex stakeholder management.

Documentation and Compliance

• What to do:

  Maintain accurate documentation of service delivery processes, Governance, value metrics, and improvement actions. Ensure compliance with organizational standards and governance policies.

• How:

  Update value management frameworks (Governance, Planview, service catalogues, Project Appraisal Document and audit records regularly.

• Direction:

  Routine tasks performed independently with standard procedures.

Continuous Learning and Process Enhancement

• What to do:

  Stay updated on industry best practices, tools, and methodologies related to service delivery and value management. Suggest enhancements to existing processes.

• Ho

  w: Participate in training, research, and knowledge sharing within the team.

• Direction:

  Self-directed learning with occasional guidance.

What You Need to Have

• Education:

  Degree in Computer Science, Management Information Systems (MIS) or equivalent work experience

Ideal Candidate Profile

• 6+ years of IT and business industry work experience, with at least 5 + years in an Agile/Service delivery and tooling and process management role.
• Product, Services and Project Management experience preferably in a demanding, fast paced Global organization, and leading global cross functional teams.
• Working experience with Agile principals and/or tools.
• Six Sigma knowledge preferred.
• Agile knowledge preferred.
• Financial Management preferred.
• Must be a detail oriented, analytical, and an independent thinker.
• Must be comfortable interacting with technical teams and can distill complex technical issues into understandable issues for process owners.
• Strong written and verbal communication skills
• Client relationship management in a large global organization.
• Strong Customer service skills.

Knowledge of Agile concepts and current technology protocols and standards.(licenses, certifications, specialized training)Lean Six Sigma, Scrum Master and P30 or Prince 2 certifications