Service & Quality Delivery Manager

Role Overview

• Lead investigations of data incidents and root cause analysis (RCA), identifying underlying issues and coordinating corrective actions with relevant stakeholders
• Coordinate external vendors and third-party partners to ensure smooth support execution, proper resource allocation, and timely escalation when required
• Collaborate closely with the Data Governance team to ensure all data quality resolutions comply with governance standards and best practices
• Partner with Product teams to stay aligned on new developments and provide feedback from support cases to improve data pipelines, ingestion processes, and overall platform stability
• Develop and maintain service metrics and reporting dashboards, tracking operational efficiency, resolution times, system uptime, and service quality trends
• Support continuous improvement initiatives by identifying recurring issues and driving automation or process enhancements to prevent future data quality problems
• Contribute to team development and rotation planning initiatives to support knowledge sharing, employee engagement, and cross-functional exposure
• Occasionally support onboarding, collaboration, and knowledge expansion activities across support and product teams

Requirements

• Bachelor's Degree in Computer Science, Data Science, M&S, Statistics, Applied Math, Engineering or a related field
• 7 years of experience
• SQL/Python
• Azure Databricks (nice to have)
• Must have business professional expertise (with relevant industry experience) in data analysis and insights generation
• Proven working experience on service delivery
• Able to collect and organise data from different sources in order to solve a business question
• Should be passionate about challenging and interrogating data and its interpreration
• Should be a creative thinker who can offer new perspective to analyse data and build storytelling
• Must be able to present findings to both business and technical stakeholders
• Should be a creative thinker and propose innovative ways to look at problems by using data mining (the process of discovering new patterns from large datasets) approaches on the set of information available
• Strong interpersonal skills and ability to collaborate with key stakeholders across functions
• Should act proactively to anticipate the future implications from actual decisions
• Digital mindset, entrepreneurial and curious
• Fluent in English
• Ability to operate in indirect/remote teams
• Demonstrable experience in presentation, verbal and written communication skills
• Experience working with Microsoft Office, and with reporting tools such as Power BI/Tableau as well as web analytics
• Knowledge of major "big data" storage / data platform (i.e. Data Lake)
• Experience on project management tools, agile team coordination

Tech Stack

• Azure
• Python
• SQL
• Tableau

Benefits

• Competitive pay and attractive annual bonus
• On-going development opportunities in a multinational environment, a wide variety of projects, ambitious goals, and independence in achieving them.
• Freedom with responsibility (we trust your competencies, ability to manage your time and your scope of work)
• Lot of flexibility in terms of work arrangements (work from the office or from home)
• Private medical care (various options to choose) and life insurance
• Employee pension and savings programs
• JTI Family Leave Benefit – including extended paid paternity leave and fully paid maternity leave
• Multisport card, foreign language classes
• Wide variety of training, webinars, and professional courses on our e-learning platforms, including sponsored certification programs (for employees fulfilling the admission criteria)
• Modern office with traditions (Art Norblin Factory) in a convenient location, equipped with a library, mindfulness zone, spacious kitchen, garden terrace, massage chairs and underground bicycle parking
• Working in a diverse and inclusive organization of 43 different nationalities