Senior Manager, Service Delivery

• Lead and mentor Product Owner Leads/Sub-Leads across key business domains.
• Own the Service Delivery (SD) product portfolio and roadmap, ensuring clear accountability for all applications and modules.
• Establish standards for demand intake, backlog management, prioritization, UAT, and business sign-off.
• Manage demand and capacity, balancing support, enhancements, and regulatory requirements.

Service Delivery & Operations

• Oversee end-to-end application support, including incident, problem, request, and access management.
• Drive system stability, operational excellence, and timely resolution of critical incidents.
• Lead RCA, corrective actions, and continuous improvement for recurring issues.
• Manage vendor and SI performance against SLAs and support agreements.

Agile Delivery & Scrum Governance

• Lead Scrum of Scrums to align Agile teams, manage dependencies, and remove delivery impediments.
• Standardize Agile practices, sprint cadences, release planning, and shared delivery processes.
• Integrate project demands into BAU delivery plans and proactively manage team capacity.
• Track and report Agile delivery metrics while driving continuous process improvements.

ITSM, SLA & Compliance

• Own SLA performance and drive resolution of service breaches.
• Govern ITSM processes including Incident, Problem, Change, and Release Management.
• Ensure audit readiness and compliance with internal, cyber, and regulatory requirements.

Stakeholder & Business Engagement

• Serve as the senior IT partner for business leaders and process owners.
• Lead service reviews, communicate risks and priorities, and support strategic decision-making.
• Partner with project and regional teams to ensure smooth project-to-BAU transitions.

Reporting & Continuous Improvement

• Deliver service delivery dashboards covering SLA performance, incidents, backlogs, and Agile metrics.
• Drive automation, AI adoption, and productivity improvements using tools such as Copilot, Azure DevOps, GitHub, and ITSM platforms.

People Leadership

• Build and develop a high-performing Service Delivery and Product Management team.
• Strengthen capabilities in Product Management, Agile, ITIL, and logistics domain knowledge.
• Foster a culture of ownership, accountability, collaboration, and continuous improvement