Job Description
Stefanini Group is seeking a a DWP Delivery Manager who will be a ccountable 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.
The role is responsible for the management of regional delivery teams, coordination of service execution under Technical Service Management governance, and alignment with global delivery standards and continuous improvement initiatives.
Job Responsibilities:
Service Delivery Management

• 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.
  

Team Coordination

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

Service Coordination

• 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.
  

Service Quality & Governance

• 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
    

Continuous Service Improvement (CSI)

• 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.
  

Service Scope

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

Collaboration

• 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 (Consultants, Architects, Engineers) 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.
  

Learning & Development

• 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.
  

KPIs

• 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 execution and service improvement outcomes
  

Job Requirements
Required qualifications:
Education:

• Mandatory: Bachelor's degree in any field with equivalent professional experience relevant to the job.
• Preferred: Bachelor's degree in computer science, Information Technology, Engineering, or a related field.
  

Experience:

• Minimum 5 years of experience in IT service delivery management within a managed services environment.
• Minimum 3 years of experience managing distributed technical support teams (L2/L3).
  

Technical skills:

• Strong understanding of Collaboration & Communication technologies, platforms, and delivery models.
• Solid understanding of ITIL processes and service management frameworks
• Minimum 3 years of experience with ITSM tools (e.g., ServiceNow or equivalent)
  

Soft skills:

• Client Orientation & Communication
• Accountability
• Adapting & responding to change
• Teamwork & cooperation
• Strong stakeholder management and communication capabilities
• Leadership skills and team coordination
  

Language proficiency:

• Proficiency in English for professional communication and documentation.
  

Desired skills and qualifications:

• Experience working in diverse geo-cultural environments
• Experience working across multiple industries.
• Proven track record in working with and coordinating teams delivering remotely and working in hybrid mode.
• ITIL Certification - highly preferred
• Any other IT related technical certifications are considered an added value
  

Work conditions:

• Working hours: EMEA business hours
• Working setup: hybrid or remote
  

What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at [email protected] and we'll be happy to assist!
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Diversity & Inclusion
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
About Us
We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.
Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn , Facebook and Instagram where we regularly post insights from our colleagues.
We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.
Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.
If you suspect you've been targeted, please contact us immediately at [email protected] for verification.
Key Points to Remember:

• Legitimate job offers only follow interviews conducted with our hiring managers or clients.
• We will never ask for payment at any stage of the recruitment process.
  

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.
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