DWP Delivery Manager

About the Role

Stefanini Group is looking for a Delivery Manager to oversee the comprehensive delivery of Digital Workplace Platform (DWP) services throughout their designated region. The role ensures operational excellence, maintains service quality, and meets contractual obligations for all managed service customers.

This position involves leading regional delivery teams, coordinating service execution under established Technical Service Management (TSM) governance, and aligning with global delivery standards and continuous improvement efforts.

Key Responsibilities

• Manage delivery of DWP managed services including Level 2 and Level 3 support operations in the assigned region.
• Ensure compliance with ITIL-based processes such as Incident, Request, Change, and Problem Management.
• Monitor service performance relative to SLAs, KPIs, and quality benchmarks.
• Supervise ticket lifecycle handling on internal or customer ITSM platforms.
• Coordinate activities of Technical Team Leads and L2/L3 engineers to ensure smooth service delivery.
• Collaborate with Operations Managers and Coordinators to manage workload distribution and uphold operational processes.
• Assist in workforce planning, capacity management, and skills allocation according to delivery needs.
• Provide delivery-related feedback to support team performance evaluation and operational effectiveness.
• Ensure all teams follow defined processes, escalation paths, and knowledge management protocols.
• Serve as the primary operations contact within the region, working under TSM governance.
• Participate in operational service reviews, reporting, and governance meetings.
• Monitor service metrics, enforce root cause analysis for critical incidents, and keep operational documentation up to date.
• Collaborate with Customer Operations DWP teams to standardize delivery, processes, and reporting across accounts and regions.
• Drive continuous service improvement initiatives by identifying automation and efficiency opportunities.
• Coordinate with Professional Services, Engineering, and Architecture teams on enhancements and transitions.
• Oversee delivery across multiple collaboration platforms including Microsoft 365, Unified Communications, Power Platform, and others.
• Support learning and development initiatives tailored to regional delivery teams, including training, certification, onboarding, and mentoring.

Candidate Profile

• Bachelor’s degree in any field is mandatory; degrees in Computer Science, IT, Engineering or related are preferred.
• Minimum five years of experience in IT service delivery management within a managed services setting.
• At least three years managing distributed technical support teams (Level 2 and Level 3).
• Strong expertise in Collaboration & Communication technologies and platforms.
• Solid grasp of ITIL processes and service management frameworks.
• Experience with ITSM tools such as ServiceNow for three or more years.
• Excellent communication, client focus, accountability, adaptability, teamwork, and stakeholder management capabilities.
• Fluency in English for professional communication.
• Preferred ITIL certification; additional IT-related technical certifications are advantageous.
• Experience in diverse cultural environments, multi-industry exposure, and managing hybrid or remote teams is desirable.

Working Conditions

• Work hours aligned with EMEA business time zones.
• Flexible working setup allowing hybrid or fully remote arrangements.

Diversity and Inclusion

The Stefanini Group embraces diversity and promotes equality regardless of race, gender, sexual orientation, disability, age, religion, or nationality. They encourage authenticity and inclusiveness among employees.

Additional Information

The job description is a general guide and may not encompass all duties and responsibilities incumbent upon this role. Stefanini warns of fraudulent job offerings misusing their brand and stresses that legitimate offers are only extended through official recruitment channels. Candidates should be cautious regarding unsolicited messages requesting payment or sensitive information.