DWP Delivery Manager

Job Description

Stefanini Group is seeking a DWP Delivery Manager who will be 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.

• 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.

• Coordinate delivery activities across Technical Team Leads and L2/L3 engineers.
• Collaborate with Operations Managers and Operations Coordinators 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.

• 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.

• 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.

• 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.

• Oversee delivery across Digital Workplace Platforms:
• Microsoft 365 platform management (Exchange Online, SharePoint, Teams, One Drive), 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, Core View, etc.).
• Ensure alignment between RUN delivery and Professional Services activities.

• 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 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.

• 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.

• 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…