Service Excellence Manager – GL E – Defined Duration until December 2030

The Service Excellence Manager plays a pivotal role in ensuring the alignment of Solution Delivery team with the overall IT strategy and objectives of the Global Fund, and optimization the delivery of this unit. Reporting to the Head of Solution Delivery and Deputy CIO, this role oversees the activities of the Service Oversight Specialist, Delivery Management team, Lead Data Analyst, Architecture & Technical Services Team, and the Data Governance function. The primary objective is to ensure adherence of solutions and services within the parameters and guiding principles of solution design/ architecture, manage the data governance function, drive continuous improvement, process optimization, and automation across the IT organization.

The Service Excellence Manager is instrumental in identifying and implementing process optimization and automation opportunities to enhance efficiency and reduce manual efforts, working closely with the Service Oversight Specialist to achieve these goals.

Ensuring the delivery of high-quality IT services and solutions is a critical aspect of this role, with a focus on establishing and monitoring key performance indicators (KPIs). The Service Excellence Manager also provides project management services, ensuring outsourced project managers handle projects effectively and support key projects with high relevance and impact.

The Service Excellence Manager facilitates cross-functional collaboration among various architects/ technical teams to ensure comprehensive solutions, in collaboration with the Emerging Technologies and Enterprise & Architecture team, Service Delivery Team and the IT Service Center. They also play a key role in establishing and maintaining data governance practices by acting as chair of the Data Governance Council (DGC) as necessary, promoting compliance and data quality across the organization.

As a liaison between IT and business stakeholders for Focus Solutions and DGC, the Service Excellence Manager, under the supervision of the Head, Solution Delivery & Deputy CIO ensures effective communication and alignment of IT initiatives with business goals. They are accountable for budgeting and financial planning within the Service Excellence unit, ensuring efficient resource allocation and identifying cost-saving opportunities.

Leading and developing their team, the Service Excellence Manager fosters a collaborative and high-performance culture, ensuring continuous training and upskilling of the team. They also drive innovation initiatives within the IT organization, contributing to promote a culture of continuous improvement and adoption of new technologies.

As a member of the IT Leadership Team, the Service Excellence Manager translates the IT strategic vision into relevant implementation plans, establishes governance processes, provides regular updates to the Head of Solution Delivery and Deputy CIO, and collaborates with external partners as necessary to enhance efficiency and effectiveness.

Key Responsibilities

As the Service Excellence Manager, they will oversee and coordinate the activities of the Service Oversight Specialist, Delivery Management, Lead Data Analyst, Focus Solutions, Architecture & Technical Services Team, and the Data Governance functions, ensuring alignment of all sub-teams with the overall IT strategy and objectives of the Global Fund.

They will develop and implement strategies for continuous improvement, process optimization, and automation across the services delivered in the Solution Delivery Function.

A key responsibility of the Service Excellence Manager is to drive the identification and implementation of process optimization and automation opportunities to enhance efficiency and reduce manual efforts. They will work closely with the Service Oversight Specialist to develop an implementation roadmap for achieving efficiency and productivity outcomes specifically to those agreed for the IT Service Center.

The Service Excellence Manager will ensure the delivery of high-quality IT services and solutions by establishing and monitoring key performance indicators (KPIs).

Collaborate closely with the Business Partnering team and get necessary support from Service Delivery Team to support initial feasibility assessments and high-level planning/ estimations for potential new projects/ initiatives.

Collaborate with the Emerging technologies and enterprise architecture team to ensure alignment of solution proposals within EA guidelines and work with the team to plan and estimate scale up of solutions on new technologies.

Work closely with the Service Delivery team to ensure all necessary support to projects and support services are provided as necessary. Provide right advisory to drive continuous efficiencies and productivity gains especially on AMS as per the Service Center proposal.

In terms of project management, the Service Excellence Manager will oversee the Delivery Management team, ensuring that outsourced project managers handle projects effectively and meet deadlines, budgets, and quality standards and that they collaborate effectively with the Service Delivery team and other stakeholders of the project. They will also provide guidance and support to the Focus Solutions Project Lead in managing and delivering key projects, particularly those with high relevance and impact. The projects that could be managed through the Focus Solutions function need to be approved by the Head of Solution Delivery and Deputy CIO.

The Service Excellence Manager will oversee and guide the Architecture & Technical Services Team Lead to ensure that technical solutions align with the Global Fund’s architecture, security, and integration standards. They will facilitate cross-functional collaboration with delivery and Emerging technologies, Infrastructure, Business Partnering and Security teams to ensure comprehensive and cohesive end-to-end solutions.

In collaboration with the Head, Solution Delivery & Deputy CIO, the Service Excellence Manager will oversee and guide the Lead Data Analyst to ensure the organization’s data structure aligns with business requirements and the Data and Analytics strategy. They will also ensure alignment of the same with the Service Delivery Team for implementation. The Service Excellence Manager will also ensure that the delivery team remains proficient in the Global Fund’s data and business processes, fostering a culture of continuous improvement and ensuring high standards in data management practices.

The Service Excellence Manager will oversee and guide the work of the Data Governance Lead to establish and maintain data governance practices, ensure data quality, integrity, and compliance with regulatory requirements. They will promote the adoption of data governance policies and procedures across the organization.

The Service Excellence Manager will act as a liaison between IT and business stakeholders, ensuring effective communication and collaboration. Under the supervision of the Head, Solution Delivery & Deputy CIO, they will engage with senior leadership and key stakeholders to align IT initiatives with business goals and priorities. Additionally, they are accountable of the budgeting and financial planning for the Service Excellence unit, ensuring efficient allocation of resources and adherence to financial targets, and will work with the Finance division to monitor the budget for priority projects and identify opportunities for cost savings.

The Service Excellence Manager will lead, mentor, and develop direct reports, ensuring they have the skills, knowledge, and support needed to succeed in their roles. They will foster a collaborative and high-performance culture within the Service Excellence unit and ensure continuous training and upskilling of the team to stay updated with the latest technologies and best practices.

Finally, the Service Excellence Manager will identify and drive innovation initiatives within the IT organization. They will encourage a culture of continuous improvement and learning, promoting the adoption of new technologies and methodologies to enhance IT services and solutions.

As a member of the IT Leadership Team, they will:

• Translate the IT strategic vision and objectives into an implementation plan in terms of projects and application support services.
• Provide inputs for IT investment governance to ensure value for money and return on investment of the main IT investments.
• Establish governance processes with other IT managers and be jointly responsible for achieving IT objectives.
• Provide the Head of Solution Delivery and Deputy CIO with regular update reports on projects, solutions delivery, and progress, risks and mitigations.
• Work with external Global Fund partner organizations to ensure that opportunities for further efficiency, effectiveness or transparency are realized.

As a People Manager, they:

• Supervises a lean team composed of solution architects project managers, quality specialist and the Data Governance Committee Lead.
• Manages workforce planning, recruitment, learning and development, performance management and career development of team under their responsibility.
• Lead their direct reports by setting individual and team objectives in line with the overall IT team objectives, ensuring they understand the requirements of their roles, have the necessary capacity and skills, and receive appropriate coaching and mentoring to achieve these objectives, while supporting work-life balance.
• Engage, motivate and develop their team to drive their performance and increase their measurable impact.
• Acts as a role model for the organization’s values and behaviors, with focus on fostering collaborative relationships within the organization.

Subject to change by the Executive Director at any time at their sole discretion.

Qualifications

Essential:

• Advanced University Degree in Information Systems Management, Computer Science, Engineering, Business Administration, or a related field, or an equivalent combination of education and relevant work experience.
• Certification or training in IT service management frameworks (e.g., ITIL).
• Certification or training in project management methodologies (e.g., PMI, Prince2, Agile).

Desirable:

• Certification in quality management or continuous improvement methodologies (e.g., Six Sigma, Lean).
• Certification or training in enterprise architecture methodologies (e.g., TOGAF).
• Additional training or certifications in emerging technologies and best practices (e.g., DevOps, Automation Tools, Cloud Computing).

Experience

Essential:

• Several years of significant experience in IT service management, IT project management, and IT operations within a complex and dynamic environment.
• Proven track record of leading and managing teams, including workforce planning, recruitment, learning and development, performance management, and career development.
• Extensive experience in process optimization, automation, and continuous improvement initiatives within IT organizations.
• Strong experience with managing outsourced service providers and ensuring alignment with internal teams.
• Demonstrated ability to develop and implement strategies for efficiency, productivity, and quality improvement.
• Proven experience in developing and monitoring key performance indicators (KPIs) and service level agreements (SLAs) to ensure high-quality service delivery.
• Strong understanding of IT governance, compliance standards, and regulatory requirements.
• Proven experience in planning, budgeting, and forecasting of financials.
• Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams.
• Strong analytical and problem-solving abilities, with a focus on data-driven decision making.
• Excellent communication and interpersonal skills, with the ability to engage effectively with senior leadership, key stakeholders, and external partners.
• Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.
• Exceptional customer service orientation, with a focus on understanding and meeting the needs of business stakeholders.
• Ability to work effectively in a fast-paced, dynamic environment with diverse cultures and multiple agendas.
• High level of emotional intelligence and ability to navigate complex interpersonal and organizational dynamics.
• Strong organizational skills and attention to detail, with the ability to prioritize and execute tasks efficiently.
• At least 10 years of experience in technology and solution architecture, including designing and delivering end-to-end projects and services.

Desirable:

• Experience with international financial services organizations.
• Experience with international/non-profit organizations.
• Experience in a leadership role within an IT Service Center or similar environment.
• Exposure to business process development, governance processes, management, and administrative operations.
• Experience in one or more functional areas (like Finance, Sourcing, HR, etc.).

Competencies

Languages:

An excellent knowledge of English and preferably a good working knowledge of French. Knowledge of other languages would be an asset.

Functional Competencies:

[as per role Job Family including expected level for the role]

• IT (Level 3)
• Analytical (Level 3)
• Business (Level 2)
• Due Diligence (Level 2)
• Project Management (Level 3)
• Negotiations (Level 3)

Technical Competencies:

• Leadership and Team Management:
• IT Service Management:
• Project Management:
• Process Improvement:
• Stakeholder Engagement:
• Governance and Compliance:
• Vendor Management:
• IT systems and architecture
• Analytical and Problem-Solving
• Customer Service Orientation
• Organizational Skills

Leadership Profile- Level 2

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Job Posting End Date

04 December 2024