The Digital Tech Enterprise Delivery Expert – Data & Service Performance will be responsible for overseeing and enhancing the delivery of technology services not covered by existing outsourcing contracts. This includes support for workplace transformation, country-specific solutions, and agreements related to On-site Support, Service Desk (NEO & non-NEO), Specialized Services, Infrastructure, Voice and Video, Event Management, Devices, and Printing Services.
This position demands a strategic and operational mindset, with the ability to navigate moderate complexity, make informed decisions within established frameworks, and drive improvements in service quality and team performance. The expert will be expected to lead initiatives, support cross-functional collaboration, and ensure that services are aligned with business needs and user expectations.
Key Responsibilities
- Coordinate the performance execution of the Global Services & Experience strategy across all GBU/GFUs and other stakeholders, aligning with Digital Tech and Customer-Facing Technology teams to define and deliver effective service roadmaps.
- Monitor and enhance the performance of local, regional and global services, ensuring consistent delivery and a positive user experience.
- Responsible for generating and evaluating reports in Service Now to provide ticket management analysis as uncover trends, identify gaps, and propose actionable insights that support strategic planning and operational efficiency.
- Design, implement and maintain Power BI dashboards to visualize operational KPIs and SLAs, enabling data-driven decisions and continuous improvement.
- Lead or support small-scale projects and initiatives, ensuring alignment with global standards and timely execution.
- Partner with internal stakeholders to identify opportunities for automation, consolidation, and optimization of service delivery.
- Act as the global point of contact for technology-related issues, ensuring adherence to SOPs and service level agreements.
- Facilitate governance processes by connecting delivery, product, and platform teams, promoting transparency and alignment.
- Contribute to the development of team capabilities by sharing knowledge, promoting best practices, and fostering a culture of accountability.
Soft Skills & Communication
- Strong communication skills are essential for engaging with global stakeholders and translating technical insights into business-relevant recommendations.
- Ability to work both independently and collaboratively in a remote-first, cross-functional environment.
- Fluency in English is required to ensure effective communication across regions.
- A proactive and analytical mindset, with attention to detail and a focus on continuous improvement.
Technical Requirements
- Bachelor’s Degree or equivalent experience.
- Advanced proficiency in Power BI, including data modeling and visualization.
- Experience with ServiceNow ITSM data (incident/request/problem/knowledge).
- Proficient in understanding of IT service management metrics (e.g., MTTR, SLA, CSAT).
- Familiarity with employee experience indicators (e.g., CSAT, XLA).
- Strong skills in Excel, Power Query, and data integration tools.
- ITIL certification.
- SQL or Phyton will be a diferential.
- Experience with ThinkCell and Nexthink.
- Ability to communicate complex findings clearly and effectively.
- Experience working in agile or cross-functional team environments.
