Service Delivery and Operations Manager

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

As the Service Delivery and Operations Manager, you will be the crucial link between our expert data engineering team and our internal/external stakeholders who consume our most refined and valuable data assets. You will be responsible for ensuring the seamless, reliable, and efficient delivery of data products, upholding the highest standards of data quality, availability, and performance. Your role will be pivotal in managing stakeholder expectations, overseeing incident and problem resolution, driving service improvements, and ensuring our consistently meets and exceeds business requirements.

Duties & Responsibilities

• Service Delivery Excellence:
• Oversee the end-to-end service delivery for all data products and services, ensuring adherence to agreed-upon Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Act as the primary point of contact for all business units and front-office teams regarding data services, incidents, problems, and service requests.
• Establish and monitor key performance indicators (KPIs) and metrics for service delivery, including data quality, availability, refresh timeliness, and user satisfaction.
  
  

• Incident and Problem Management:
• Lead the resolution of incidents and problems affecting data products, coordinating with data engineering, platform, and source system teams to ensure timely and effective solutions.
• Conduct root cause analysis (RCA) for recurring issues and implement preventative measures.
• Manage communication with stakeholders during service disruptions and provide regular updates.
  
  

• Stakeholder Management & Communication:
• Build and maintain strong relationships with key stakeholders, understanding their data needs, challenges, and priorities related to data products.
• Proactively communicate upcoming changes, maintenance schedules, and potential impacts on data services.
• Translate technical data engineering concepts and issues into clear, concise business language for non-technical stakeholders.
  
  

• Change and Release Management:
• Collaborate with data engineering teams on the planning and rollout of new data products or enhancements, assessing potential impacts on existing services and users.
• Ensure changes are implemented with minimal disruption and that proper communication and documentation are in place.
• Represent data service delivery considerations in Change Advisory Board (CAB) meetings.
  
  

• Continuous Service Improvement:
• Identify opportunities to enhance data service delivery processes, tools, and documentation.
• Champion initiatives to improve data quality, reliability, accessibility, and performance of data assets.
• Gather feedback from stakeholders to drive service improvements and ensure the processes evolve to meet changing business needs.
  
  

• Collaboration and Governance:
• Work closely with data service owners/managers to ensure data lineage, quality, and dependencies are well-understood and managed.
• Contribute to data governance practices, ensuring compliance with data quality standards, security policies, and regulatory requirements.
• Develop and maintain comprehensive service documentation for data products.
  

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or any related field.
• Proven experience (typically 5+ years) as a Service Delivery Manager, IT Operations Manager, or a similar role, preferably within a data-intensive environment.
• Strong understanding of data management principles, data warehousing, ETL/ELT processes, and data governance.
• Demonstrable experience in IT Service Management (ITSM) frameworks (e.g., ITIL), particularly in incident, problem, change, and service level management.
• Excellent stakeholder management and communication skills, with the ability to engage effectively with both technical and non-technical audiences.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Experience in defining and tracking SLAs, OLAs, and KPIs for service delivery.
• Ability to thrive in a fast-paced, collaborative, and agile environment.
  
  
  

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.