At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
The Service Delivery and Operations Expert is the critical link between Data Engineering and business stakeholders, responsible for ensuring the seamless, reliable, and high-quality delivery of enterprise data products and services. This role owns end-to-end service delivery across data availability, quality, performance, and timeliness, while leading incident, problem, and change management processes. By representing data services in governance forums and driving continuous service improvement, the role ensures data platforms consistently meet or exceed business requirements.
Duties And Responsibilities
Service Delivery & Support
- Assist in the day-to-day delivery of data products and services, ensuring all tasks align with established Service Level Agreements (SLAs).
- Maintain service catalogs and documentation, ensuring performance metrics are accurately tracked and reported.
- Support business units and front-office teams by responding to inquiries and processing service requests in a timely manner.
Incident & Problem Coordination
- Monitor data product performance and provide first-line support for incidents, escalating complex issues to Senior Data Engineers or platform teams as needed.
- Contribute to root cause analysis (RCA) investigations to help identify permanent solutions for recurring data issues.
- Document incident timelines and resolutions to build a robust knowledge base for the team.
Change & Release Support
- Coordinate with technical teams to implement data service updates, ensuring all changes follow established risk assessment protocols.
- Participate in Change Advisory Board (CAB) discussions to understand upcoming impacts on service availability.
- Validate post-release performance to ensure service stability and minimal disruption to the business.
KPIs
- Changes implemented with minimal service disruption and complete communication/documentation
- Representation of data services in CAB decisions
- SLA and OLA compliance across all data products and services
- Incident and problem resolution effectiveness and timeliness
- Data quality (accuracy, completeness, timeliness) and service availability
Requirements
Work Experience:
- Experienced in Change Management, Incident Management, and Problem Management
- Knowledge in data automation or operational workflows
- Experienced in stakeholder management and cross-functional collaboration
- Knowledge in change and release management
Level Of Knowledge
- Understanding of data management, data warehousing, ETL/ELT, and data governance
- Hands-on knowledge of ITSM frameworks (e.g., ITIL), particularly incident, problem, change, and service level management
- Ability to define, track, and improve SLAs, OLAs, and service KPIs
Education
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
