• The Senior Manager, CoE Digital Delivery, will lead the strategic vision, governance, and execution of digital initiatives to enhance ITSM processes, alongside advancing proactive monitoring and observability capabilities.  This role is key in driving automation, digital transformation, and real-time visibility into IT service health to optimize service delivery and ensure business continuity.  
• The incumbent will manage a cross-functional team responsible for ITSM automation, monitoring strategy development, observability tool integration, and alignment with enterprise goals and compliance standards. 

​​​​​​​Job Responsibilities/ Accountabilities: 

• Lead the Digital Delivery CoE function focused on ITSM practices automation and enhancement of monitoring and observability frameworks. 
• Develop and implement a strategic roadmap integrating ITSM digital delivery with advanced monitoring and observability solutions to improve service reliability and user experience. 
• Define standards, best practices, and governance models for ITSM automation, monitoring tools, alerting systems, and observability platforms. 
• Collaborate with stakeholders like Customer Experience CX Team, IT Operations, Service Management, DevOps, Infrastructure and Information Security teams to drive integrated digital delivery initiatives. 
• Oversee the implementation and optimization of ITSM tools like ServiceNow, Dynatrace, ELK, SolarWinds or equivalent platforms. 
• Drive continuous improvement by monitoring KPIs, SLAs, incident trends, and system health metrics using data analytics and observability insights. 
• Engage and manage relationships with ITSM tools vendors. 
• Evaluate emerging technologies in monitoring, observability, and ITSM automation. 
• Lead, mentor, and develop a high-performing team of ITSM Tools Experts, Monitoring & Observability engineers. 
• Ensure compliance with IT security, regulatory requirements, and industry best practices across digital delivery and observability initiatives. 
• Champion a culture of innovation, collaboration, and data-driven decision-making within the CoE and across IT teams. 

Qualifications

Essential Knowledge 

• Excellent understanding of ITSM Tools, Monitoring & Observability Platforms. 
• Proficiency in MS Office & Collaboration Tools. 
• Proficiency in computing principles.  

Requirements: 

• University degree in Computer Science, Information Technology, Engineering, or a related discipline.  
• 6+ years of experience in IT Service Management, monitoring and observability, or digital delivery leadership roles. 
• Proven track record leading Centres of Excellence or large-scale digital transformation initiatives combining ITSM automation and monitoring & observability. 
• Strong knowledge of ITIL framework, ITSM tools ServiceNow, BMC Remedy, and monitoring/observability platforms Dynatrace, Splunk, Grafana, Prometheus. 
• Experience integrating ITSM with DevOps and Agile delivery models. 
• Skilled in data analytics, incident management, and proactive monitoring strategies. 
• Excellent leadership, communication, and stakeholder engagement abilities. 
• Experience managing vendor relationships and complex projects.