To uphold high data quality standards, the Service Delivery Manager works closely with the Data Governance team to ensure full adherence to the data governance framework, implementing policies and controls that enhance overall data quality. This partnership ensures that governance principles are embedded in issue resolution, preventing data inconsistencies from recurring and improving trust in data assets.

Additionally, this role manages multiple data chapters embedded within product clusters. These chapters are actively involved in each demand and new capability development, ensuring that the impact on data lineage, data models, and overall data quality is properly assessed. The Service Delivery Manager ensures seamless communication between these embedded data experts, product teams, and support functions to proactively prevent issues before they arise.

Beyond incident resolution, the Service Delivery Manager ensures a continuous improvement feedback loop with the product team, bringing insights from recurring data issues to enhance data models, ingestion processes, and overall data architecture. They generate monthly dashboards to monitor data quality trends, issue resolution progress, and the efficiency of corrective actions.

To maintain motivation and build expertise, this role facilitates team rotation across different data domains and support functions, allowing team members to work on a variety of data-related challenges, participate in new feature developments, and strengthen their analytical capabilities.                                                        

What will you do - Responsibilities:

• Incident & Root Cause Analysis (RCA) – Lead the investigation of data issues, identifying root causes and coordinating corrective actions with relevant teams
• Third parties Coordination – Coordinate third-party vendors for flawless support execution, ensure resource availability and allocation, Report and escalate to management as needed
• Data Quality & Governance Alignment – Work closely with the Data Governance team to ensure all data quality issues and resolutions comply with governance standards and best practices
• Product Collaboration & Feedback Loop – Liaise with the product team to stay updated on new developments and provide insights from support tickets to drive platform enhancements. Provide feedback on recurring data issues to product teams to improve data pipelines, ingestion processes, and system stability
• Service Metrics & Reporting – Develop and maintain monthly dashboards to track team efficiency, ticket resolution times, system uptime, and service quality trends.
• Team Development & Rotation Planning – Implement a rotation system within other support teams and product teams to foster knowledge expansion, engagement, and exposure to new feature development
• Preventive Measures & Continuous Improvement – Identify recurring issues and drive automation or process changes to prevent future data quality problems

• Bachelor’s degree in computer science, Data Science, M&S, Statistics, Applied Math, Engineering or a related field
• Must have business professional expertise (with relevant industry experience) 
• Proven working experience in service delivery.

Technical & Functional Skills:

• Must have business professional expertise (with relevant industry experience)
• Experience in data analysis tools (SQL, Python, R, etc.).
• Experience with data visualization tools (Power BI, Tableau, etc.).
• Familiarity with data governance, compliance, and security principles.
• Knowledge of Customer Data Platforms (CDPs) and CRM systems.

Soft Skills:

• Strong problem-solving abilities and strategic thinking.
• Excellent communication and stakeholder management skills.
• Leadership and team-building capabilities.
• Ability to translate complex data insights into actionable business recommendations.

Languages & Computer Skills:

• Fluent in English
• Ability to operate in indirect/remote teams
• Demonstrable experience in presentation, verbal and written communication skills
• Experience working with Microsoft Office, and with reporting tools such as Power BI/Tableau as well as web analytics
• Knowledge of major "big data" storage/data platforms (i.e. Data Lake)
• Experience in project management tools, agile team coordination

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.