The Demand & Technical Process Delivery Senior Manager strengthens the operational framework of Enterprise Delivery Services by integrating demand governance, technical process management, service delivery controls, and continuous improvement. The role connects strategic priorities with executable demand, reliable service outcomes and a consistent customer experience across EDS and its delivery partners.

The role exists to provide end-to-end coordination across technology towers, business stakeholders and suppliers, ensuring that services and change initiatives are introduced, governed, measured and improved in line with Digital Technologies standards and business expectations.

What will be your key responsibilities?

Demand and Portfolio Governance

• Own the EDS demand intake and governance process, translating stakeholder needs into a transparent and prioritized pipeline.

• Coordinate evaluation of demand, dependencies, delivery readiness, capacity considerations and risks with accountable technology leaders.

• Maintain portfolio visibility through governance forums, status reporting, decision logs and escalation of delivery constraints.

• Promote adherence to agreed delivery methods, controls and prioritization decisions.

Technical Process Delivery and Operational Excellence

• Lead implementation, execution and continuous improvement of service management and technical delivery processes across EDS.

• Define and maintain practical process standards, controls, documentation, ownership and performance measures.

• Identify process gaps, operational risks and recurring failure points, then coordinate cross-functional improvement actions.

• Drive consistent adoption of incident, problem, change, configuration, service level and knowledge management practices where applicable.

Service Delivery Management

• Provide integrated oversight of end-to-end service delivery across relevant EDS technology domains and partners.

• Monitor service performance using agreed KPIs, SLAs and OLAs, and coordinate service improvement plans when performance is below expectation.

• Lead service reviews and provide concise, audience-appropriate reporting to technology and business stakeholders.

• Coordinate resolution of cross-tower delivery issues, dependencies and operational risks.

Service Introduction and Integration

• Govern operational readiness and end-to-end service introduction for new or materially changed services.

• Connect project, architecture, engineering, operations and supplier teams to confirm supportability, ownership, knowledge transfer, controls and transition requirements.

• Act as an integrator across Cloud, Network, Platform, Site IT, IT Operations and other EDS capabilities when delivery spans organizational boundaries.

Supplier Governance and Value Realization

• Coordinate service performance governance with strategic suppliers and managed service partners.

• Consolidate improvement requirements, operational issues and delivery evidence for supplier and commercial reviews.

• Track whether expected service, quality, cost, and customer outcomes are being realized and communicate the results to stakeholders.

• Support fact-based recommendations for service optimization and continuous improvement.

Customer Experience and Stakeholder Leadership

• Build trusted relationships with EDS leaders, Digital Technologies stakeholders, business customers and delivery partners.

• Translate technical delivery outcomes into clear business impact, value and customer experience narratives.

• Establish meaningful feedback and service experience measures, using insights to shape improvement priorities.

• Influence across organizational boundaries and resolve competing priorities through structured governance and transparent decision-making.

Program and Project Delivery

• Coordinate multiple initiatives that affect operational services, ensuring impacts, risks, dependencies and benefits are visible.

• Support project cost and delivery tracking through applicable portfolio and financial management processes.

• Provide direction and functional leadership to project managers, process owners and delivery contributors without relying solely on line authority.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business or an equivalent combination of education and relevant experience. ITIL certification is expected or should be obtained; COBIT, project/program management, Agile, TOGAF or postgraduate business qualifications are preferred.

• Demonstrated experience in IT service delivery, service management, demand or portfolio governance, and cross-functional technology delivery. Practical experience with service level management, executive reporting, supplier governance, service transition and continuous improvement. Working knowledge of technology architecture, IT governance, budget and financial management, and modern delivery methods.

• Able to lead through influence in a global matrix, manage ambiguity, resolve conflict, establish accountability and communicate effectively with both technical and executive audiences. Strong analytical, organizational and stakeholder management capability, with evidence of operating across countries, cultures and supplier ecosystems.

• Professional English required. Additional languages and experience working globally are advantageous. Travel expectations to be confirmed based on the final role location and operating model.

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