DWP Delivery Manager

Role Overview

Stefanini Group is looking for a DWP Delivery Manager responsible for overseeing the comprehensive delivery of Digital Workplace Platforms services within a specified region. The role focuses on maintaining operational excellence, ensuring high service quality, and fulfilling contractual obligations across all managed service clients.

Key Responsibilities

• Lead the delivery of DWP managed services including Level 2 and 3 support operations, ensuring adherence to ITIL-based processes such as Incident, Request, Change, and Problem Management.
• Manage service performance to meet or exceed contractual SLAs, KPIs, and quality benchmarks.
• Supervise ticket management workflows within Stefanini or customer ITSM systems.
• Coordinate tasks among Technical Team Leads and L2/L3 engineers, working together with Operations Managers and Coordinators to optimize workload distribution and operational process alignment.
• Participate in workforce planning for capacity and skills allocation according to regional needs and provide performance feedback to support team and operational effectiveness.
• Serve as the main operational contact for delivery in the region, ensuring alignment with Technical Service Manager governance frameworks.
• Engage in operational service reviews, governance meetings, and maintain clear communication among internal stakeholders.
• Monitor and report on service quality indicators, conduct Root Cause Analyses for major incidents, enforce compliance with operational processes, and maintain documentation such as SOPs and knowledge bases.
• Collaborate on standardization and governance improvements with the Customer Operations transversal DWP function, ensuring consistency across accounts and regions.
• Support and drive Continuous Service Improvement initiatives identifying automation and efficiency opportunities, coordinating with Professional Services and Engineering teams for enhancements.
• Oversee delivery of platforms including Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), messaging systems, unified communications (Teams Voice, SBC, MTRs, Digital Signage), Power Platform, and other collaboration tools like Gsuite, AvePoint, and CoreView.
• Work closely with global counterparts like the DWP Principal Delivery Manager and Technical Service Managers to align on strategy and governance.
• Facilitate learning and development by supporting training, certifications, mentoring, skills evaluation, and workforce readiness in conjunction with the DWP Learning & Development team.

Qualifications and Experience

• Bachelor’s degree in any discipline or equivalent relevant professional experience is required; degrees in computer science, IT, engineering or related fields preferred.
• At least 5 years’ experience managing IT service delivery in managed service environments and 3 years managing distributed L2/L3 technical support teams.
• Strong knowledge of collaboration and communication technologies, ITIL service management processes, and minimum 3 years using ITSM tools such as ServiceNow.
• Excellent communication, client orientation, accountability, adaptability, teamwork, stakeholder management, leadership, and coordination skills.
• Proficiency in English for professional communication and documentation.

Desired Skills

• Experience working in diverse cultural contexts and multiple industries.
• Proven ability managing teams remotely and in hybrid work settings.
• ITIL certification highly preferred; additional IT certifications advantageous.

Working Conditions

• Work hours aligned with EMEA business hours.
• Remote or hybrid work setup.

Additional Information

The position demands a leadership role ensuring high standards in service delivery and continuous improvement. Stefanini values diversity and inclusion highly, encouraging applicants regardless of background.

Note: Beware of scams using the company's name; official recruitment occurs only via standard channels without any payment requests.