Director - Operations Delivery Management

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Manages and supervises performance of support and outsources partners. Reviews operations performance of Service Desk outsource partners delivery work/output defined as agreed. Establishes and maintains operations level agreements with ISG's interal and external support teams. Manages and maintains Service Level Agreements with service desk customers; reviews service level performance. Ensures incident reports reported to service desk are acknowledged and resolved according to defined service level agreements; also ensure incidents reports are escalated to appropriate heads and stakeholders. Ensures problems are identified and resolved to prevent recurrence of incidents. Reviews and approves Technical recommendations to ensure that service management requirements are included in the solutions delivery. Continuous Service Improvement and SMO Resources Management. Sponsors or manages service improvement projects. Implements tools/systems to support service management functions. Manages service management office resources.

Operational Delivery Managers

• Ensuring service availability and performance: Overseeing systems, services, and infrastructure to maintain smooth operations.
• Monitoring and reporting on service performance: Identifying areas for improvement and reporting on service health.
• Incident and problem management: Leading responses to IT incidents, coordinating with teams to resolve issues, and recommending preventative measures.
• Service level agreement (SLA) management: Ensuring services meet business needs and SLAs.
• Transition and operationalization: Coordinating the transition of releases to ensure smooth operations.
• Resource allocation and management: Working with Shared Services to allocate IT resources effectively.
• Cost-effective service delivery: Ensuring services are delivered efficiently and cost-effectively.
• Stakeholder communication: Communicating Ops changes to stakeholders and ensuring they are informed and prepared.
• Collaboration with stakeholders: Working closely with various stakeholders to understand their needs and align services with business goals.
• Compliance: Ensuring IT services comply with regulations, standards, and best practices.
• Service improvement: Identifying opportunities for improvement and implementing best practices.
• Root cause analysis: Conducting root cause analysis to identify underlying issues and implement corrective actions.
• Service improvement initiatives: Driving initiatives to enhance the efficiency and effectiveness of IT operations.
• Service level agreement (SLA) definition and management: Defining and managing SLAs to ensure service quality
  
  
  

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.