Delivery Leader - Operations

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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).

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