Delivery Leader - Operations
Delivery Leader - Operations
Posted on :
05-04-2025
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1 Vacancy
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Job Description
Delivery Leader Operations
KEY EXPECTED ACHIEVEMENTS
Key Responsibilities
1. IT Operations Management
- Oversee endtoend 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 longterm 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 crossfunctional teams during incident resolution and postincident 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 highpressure 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 crossfunctional teams.
- ProblemSolving: Analytical mindset with strong troubleshooting and decisionmaking 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).
Availability
- Flexibility to operate 4 days from the office.
- Collaboration across global teams and time zones requiring adaptable working hours and managing Major Incident Management
Employment Type
Full Time
Key Skills
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