Delivery Leader

Job Description

Job description

Delivery Leader - Operations

KEY EXPECTED ACHIEVEMENTS

Key Responsibilities

1. IT Operations Management

- Oversee end-to-end IT operations and services provided by GTO functions across the zone.
- Ensure operational excellence by managing availability, performance, and reliability of IT services.
- Monitor KPIs, SLAs, and service quality metrics, implementing corrective actions when necessary.

2. Incident, Change, and Problem Management

- Lead the implementation and adherence to ITIL processes for incident, change, and problem management.
- Manage and improve processes to reduce incidents, minimize downtime, and enhance service stability.
- Ensure root cause analysis is performed and long-term corrective actions are implemented for recurring issues.

3. Major Incident Management

- Lead the 24x7 critical incident management team for timely resolution of major incidents.
- Act as a central escalation point for critical incidents, ensuring effective communication with stakeholders.
- Coordinate cross-functional teams during incident resolution and post-incident reviews.

4. Continuous Improvement

- Identify and implement opportunities for process improvements in service delivery and IT operations.
- Collaborate with different functions to enhance processes, tools, and user experience.
- Drive initiatives to improve User SAT and operational efficiency.

5. Team Leadership and Collaboration

- Manage and mentor a team of GTO functions, fostering a culture of accountability, innovation, and excellence.
- Promote collaboration across IT, business functions, and external partners to ensure alignment with strategic goals.
- Facilitate knowledge sharing and upskilling within the team.

6. Reporting and Governance

- Provide regular updates and detailed reports on operations, incidents, and performance to senior management.
- Establish and enforce governance models to ensure compliance with IT policies and standards.
- Drive alignment with global IT strategies and regional goals.

Technical Skills Required

ITIL and IT Service Management (ITSM)

- Strong expertise in ITIL processes (incident, change, and problem management).
- Proficiency in ITSM tools such as ServiceNow, BMC Remedy, or equivalent platforms.

Incident and Operations Management

- Experience leading major incident management in a 24x7 environment.
- Ability to handle critical escalations and coordinate effectively during high-pressure situations.

Infrastructure and Operations

- Understanding of IT infrastructure, including servers, storage, network, and cloud platforms.
- Familiarity with monitoring and logging tools such as Splunk, Nagios, Zabbix, or Dynatrace.

Automation and Process Improvement

- Knowledge of automation tools for improving operational efficiency.
- Experience with DevOps practices and collaboration tools (e.g., Jenkins, Git, Jira).

Security and Compliance

- Understanding of IT security frameworks, data privacy standards, and regulatory compliance (ISO 27001, GDPR).
- Knowledge of incident response and disaster recovery processes.

Key Competencies

- Leadership: Proven ability to lead, mentor, and motivate cross-functional teams.
- Problem-Solving: Analytical mindset with strong troubleshooting and decision-making skills.
- Communication: Excellent verbal and written communication skills for stakeholder engagement.
- User Focus: Strong focus on improving user experience and satisfaction.
- Collaboration: Ability to work across global teams and diverse cultural environments.
- Certifications:
- ITIL Foundation Certification (Expert or Intermediate level preferred).
- Relevant certifications in automation tools or platforms (e.g., ServiceNow).

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