IT Service Delivery Leader - Senior

Job Summary:
Responsible for the management, operations, delivery and support of defined IT applications and/or infrastructure services; directs and coordinates the efforts of people to accomplish goals and objectives using available resources.

Key Responsibilities:
Contributes to the delivery and support of specific IT services. Supports the development and maintenance of services and ensures that tools and resources are capable and available (i.e. IT Service Catalog, Asset Management system) Generates and reports service delivery metrics and drives standards across regions and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring). Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers. Is familiar with SLA / Operational Level Agreements between other IT Services Provided. Encourages root cause analysis using the formal problem solving approach for recurring issues. Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system. Able to support the Service Owner when needed. Champions the use of ITIL Standards for IT Service Deliverables Maintain strong relationships to deliver business value using relevant Business Relationship Management practices.

Core Responsibilities Unique to the Role
*** Establish scalable operating models for enterprise data products by defining support, reliability, and sustainment practices that enable data products to be consumed consistently across analytics, applications, and AI use cases throughout their lifecycle.
*** Lead data product operational excellence initiatives by partnering with Product Managers, Data Engineering Managers, and Solution Engineering teams to improve data availability, observability, quality, lineage visibility, and platform reliability across the enterprise data ecosystem.

Drive operational transparency and value realization through portfolio-level reporting of service health, data product adoption, SLA/SLO attainment, incident trends, operational risks, and business impact metrics to support prioritization and investment decisions.

Required Skills, Education, or Experience
*** Experience supporting enterprise data, analytics, or platform-based solutions with accountability for operational readiness, service stability, and continuous improvement.
*** Strong understanding of operational governance including service onboarding, support transitions, release readiness, incident trend analysis, and problem management.
*** Ability to collaborate across Product Management, Data Engineering, Architecture, and Business teams to balance operational stability, customer experience, and product evolution.
*** Experience establishing operational metrics and dashboards that provide visibility into service performance, reliability, usage patterns, and business outcomes.

Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or equivalent practical experience.

Preferred (Nice to Have) Skills, Education, or Experience
*** Experience supporting Data-as-a-Product, cloud data platforms, analytics ecosystems, data pipelines, or AI-ready data environments.
*** Familiarity with observability platforms, data reliability engineering practices, data quality frameworks, lineage solutions, and automated monitoring capabilities.