Global Data Service Delivery Manager

The Global Data Service Delivery Manager is responsible for ensuring optimal operational performance and delivering service excellence within the Data service line of the Global Shared Services. The role involves building and leading a high-performing team, driving continuous improvement, and advancing automation in data management processes.

Responsibilities

• Design and implement the vision and roadmap for the Data Service line in line with the data governance frameworks globally at an institutional or métier level
• Build a phased Data service line, owning scope & budget across the phased roadmap, build and defend business cases and achieve the value proposition & outcomes across the multi-year roadmap
• Operationalize the Data Service line, develops and executes strategies to meet Service-Level Agreement (SLA) resource targets, driving innovation and performance driven culture, while maintaining cost-fit objectives
• Ensure uninterrupted Data service operations by orchestrating the necessary actions to maintain business continuity in line with the GSS follow the SUN framework
• Oversee the implementation of policies and standards for resource allocation, ensuring efficient material utilization
• Takes an active role in rolling out new services within Data stream, contributing to their successful implementation and alignment with organizational objectives
• Drive data quality improvement by developing monitoring tools and guarantee data availability and usability across the institution
• Identify and recommend tools and technologies to support data management and governance
• Accountable for delivering high-quality Data services and support to end users, ensuring alignment with the metrics defined under service level agreements (SLAs)
• Develop and implement strategies to meet SLA resource targets, optimizing resource utilization while maintaining cost-effectiveness
• Direct the implementation of periodic customer/end-user satisfaction surveys and oversee corrective measures
• Play a key role in launching new services, ensuring their successful implementation and alignment with organizational goals
• Leads and manages the Data Service line (20–25 members) with 4–5 direct reports
• Defines roles, sets performance goals, and provides coaching and development opportunities
• Identifies capacity gaps and arranges learning and training to build required competencies
• Fosters a culture of collaboration, accountability, and innovation, while embodying humanitarian values such as integrity and empathy
• Provides leadership and direction to both the specific Service Line teams and the broader organization, ensuring effective communication and fostering a motivating work environment

Requirements

• University degree in Data Science, Information Management, or a related field; data management certification is an asset
• Strong proficiency in Microsoft tools, Power BI, SQL, and data visualization
• Knowledge of continuous improvement frameworks, Agile, design thinking, and emerging digital technologies is an asset
• Fluency in English required; French is an asset
• Typically 15–20 years of relevant professional experience, including leadership of data analytics, architecture, or Master Data Management service lines in a global environment
• Experience in complex organizations; exposure to the humanitarian sector is an advantage
• Strong storytelling skills through clear, impactful reports and dashboards
• Excellent stakeholder engagement and communication skills, with the ability to work effectively with data users, managers, and senior stakeholders
• Proven autonomy and leadership in managing teams and service delivery, with flexibility to participate in field visits
• Flexibility to join field visits

Skills

• Data Management
• Data Science
• Microsoft Office Suite
• Power BI
• SQL
• Data Visualization
• Continual Improvement
• Agile Methodologies
• Design Thinking
• Digital Technologies
• Data Science Leadership
• Data Architecture
• Master Data Management
• Report Writing
• Dashboard Development
• Stakeholder Engagement
• Team Leadership
• Service Delivery Management
• Field Visit Coordination

Languages

English, French