01Overview
Service Delivery Manager Tooling & Continuous ImprovementRole OverviewThe Service Delivery Manager is responsible for overseeing the delivery, governance, and continual improvement of a portfolio of enterprise and custom-developed tools that support business and operational functions globally. Acting as the primary \"front door\" for all incoming requests, demands, and initiatives, the role ensures effective prioritization, stakeholder engagement, project delivery, service quality, security compliance, and operational excellence.
This position serves as the central coordination point between business stakeholders, engineering teams, vendors, and leadership, driving the successful execution of projects, enhancements, vulnerability remediation activities, and strategic transformation initiatives. The role also represents the Tooling & Continuous Improvement function in various governance, operational, and leadership forums.
Service Delivery & Front Door Management
Own and manage the intake, triage, prioritization, and governance of all requests entering the Tooling & Continuous Improvement function.Act as the primary point of contact for stakeholders seeking support, enhancements, new capabilities, or strategic initiatives.Ensure requests are appropriately assessed, prioritized, and assigned based on business value, risk, and resource availability.Maintain visibility of service performance, customer satisfaction, and delivery commitments.Project & Portfolio ManagementLead the planning, coordination, and delivery of tooling-related projects and transformation initiatives.Manage project timelines, milestones, dependencies, budgets, risks, and stakeholder communications.Coordinate cross-functional teams to ensure successful project execution and adoption.Track and report project progress and benefits realization to leadership.Tooling Governance & OperationsOversee the operational health, lifecycle management, and continuous improvement of enterprise and internally developed tools.Partner with engineering teams to ensure stability, reliability, scalability, and compliance of tooling platforms.Ensure appropriate governance, documentation, support models, and service ownership are established.Monitor service performance metrics and drive corrective actions where necessary.Vulnerability & Risk ManagementLead vulnerability management activities across the tooling portfolio.Coordinate remediation efforts with development teams, infrastructure teams, security teams, and vendors.Ensure compliance with corporate security policies and remediation timelines.Track and report vulnerability status, operational risks, and mitigation plans.Continuous Improvement & AutomationIdentify opportunities to improve operational efficiency, service quality, and customer experience.Drive automation initiatives and process optimization activities.Promote best practices in service management, tooling governance, and operational excellence.Support innovation initiatives leveraging emerging technologies, AI, and automation capabilities.Stakeholder & Vendor ManagementBuild and maintain strong relationships with business stakeholders, technology teams, and external suppliers.Facilitate governance meetings, steering committees, and operational reviews.Manage vendor performance, service agreements, and contractual obligations where applicable.Provide regular service updates and executive-level reporting.Representation & GovernanceRepresent the Tooling & Continuous Improvement function in operational, security, architecture, risk, compliance, and leadership forums.Present service performance, project updates, risk assessments, and strategic recommendations to senior leadership.Ensure alignment with organizational objectives and technology strategies. .
