Delivery/Development Manager - DWP

Role Summary

Accountable for the end-to-end delivery of Digital Workplace Platforms (DWP) services within the assigned region, ensuring operational excellence, service quality, and adherence to contractual commitments across all managed services customers.

The role is responsible for the management of regional delivery teams, coordination of service execution under Technical Service Management governance, and alignment with global delivery standards and continuous improvement initiatives.

Key Responsibilities

Service Delivery Management

• Accountable for the delivery of DWP managed services (RUN/BAU) across the assigned region, including L2 and L3 support operations.
• Ensure adherence to ITIL-aligned processes, including Incident, Request, Change, and Problem Management.
• Manage service performance against contractual SLAs, KPIs, and quality targets.
• Oversee ticket lifecycle management within Stefanini or customer ITSM platforms.

Team Coordination

• Coordinate delivery activities across Technical Team Leads and L2/L3 engineers.
• Collaborate with Operations Managers and Operations Coordinators (Operations Governance) to ensure effective service execution, workload distribution, and alignment with operational processes.
• Provide input into workforce planning, capacity management, and skill allocation based on regional delivery demand.
• Contribute to performance management processes by providing delivery-related feedback on team performance and operational effectiveness.
• Ensure alignment of all involved teams with defined processes, escalation protocols, and knowledge management practices.

Service Coordination

• Act as the primary operational point of contact for delivery within the assigned region.
• Ensure delivery alignment under the Technical Service Manager (TSM) governance framework.
• Participate in operational service reviews, reporting, and service governance forums.
• Ensure effective communication and coordination with internal stakeholders and teams.

Service Quality & Governance

• Monitor and report on service performance, including SLA compliance, incident trends, and operational metrics.
• Ensure execution of Root Cause Analysis (RCA) for major incidents and recurring issues.
• Enforce compliance with defined operational processes, governance standards, and best practices.
• Ensure maintenance of SOPs, runbooks, and knowledge bases across delivery teams.
• Collaborate with the Customer Operations transversal DWP function to:
• Coordinate delivery consistency across accounts and regions
• Support process, reporting, and governance standardization
• Align regional execution with global operating models

Continuous Service Improvement (CSI)

• Support the execution of Continuous Service Improvement (CSI) initiatives within the region.
• Identify opportunities for automation, efficiency, and service optimization.
• Collaborate with Professional Services, Engineering, and Architecture teams on improvement initiatives and minor enhancements.

Service Scope

• Oversee delivery across Digital Workplace Platforms:
• Microsoft 365 platform management (Exchange Online, SharePoint, Teams, OneDrive), Messaging Systems (Exchange Servers, etc.), SharePoint Servers
• Unified Communications and Audio-Video services (Teams Voice, SBC, MTRs, Digital Signage, etc.)
• Power Platform management and support
• Other Collaboration and Communications platforms as needed (Gsuite, AvePoint, CoreView, etc.)
• Ensure alignment between RUN delivery and Professional Services activities.

Collaboration

• Collaborate with the DWP Principal Delivery Manager to ensure alignment with global delivery strategy and standards.
• Work closely with Technical Service Managers (TSM) to ensure governance and operational alignment.
• Partner with Professional Services teams (Consultants, Architects, Engineers) to support enhancements and transition activities.
• Engage with Customer Operations transversal DWP teams to ensure standardization, reporting alignment, and governance consistency.
• Coordinate with regional customer stakeholders and internal delivery functions to ensure seamless service delivery and communication.

Learning & Development

• Support the implementation of Learning and Development initiatives for regional delivery teams, in alignment with global DWP capability development strategy.
• Work in close collaboration with the DWP Learning & Development team to:
• Facilitate technical assessments and skills evaluations for delivery resources
• Support execution of training programs, certification plans, and upskilling initiatives
• Enable onboarding, internship programs, and structured capability development paths
• Establish mentoring initiatives
• Provide input on regional skill gaps, training priorities, and capability requirements based on delivery needs and service evolution.
• Ensure alignment between operational delivery requirements and workforce readiness, including certification coverage and platform expertise.
• Promote adoption of continuous learning practices across delivery teams to support service quality, standardization, and innovation objectives.

KPIs

• SLA / KPI compliance across regional delivery
• Incident resolution and escalation management effectiveness
• Customer satisfaction and Net Promoter Score (NPS)
• Delivery team attrition and retention metrics
• Team utilization and productivity
• CSI execution and service improvement outcomes