Service & Quality Delivery Manager (m/f/d)

The Service and Quality Delivery Manager in Consumer Data Activation team is responsible for ensuring the integrity, reliability, and consistency of data across JTI’s consumer landscape. This role leads the investigation of data issues, performing root cause analysis (RCA) to identify systemic problems and collaborating with relevant teams to implement long-term fixes.

To uphold high data quality standards, the Service Delivery Manager works closely with the Data Governance team to ensure full adherence to the data governance framework, implementing policies and controls that enhance overall data quality. This partnership ensures that governance principles are embedded in issue resolution, preventing data inconsistencies from recurring and improving trust in data assets.

Additionally, this role manages multiple data chapters embedded within product clusters. These chapters are actively involved in each demand and new capability development, ensuring that the impact on data lineage, data models, and overall data quality is properly assessed. The Service Delivery Manager ensures seamless communication between these embedded data experts, product teams, and support functions to proactively prevent issues before they arise.

Beyond incident resolution, the Service Delivery Manager ensures a continuous improvement feedback loop with the product team, bringing insights from recurring data issues to enhance data models, ingestion processes, and overall data architecture. They generate monthly dashboards to monitor data quality trends, issue resolution progress, and the efficiency of corrective actions.

To maintain motivation and build expertise, this role facilitates team rotation across different data domains and support functions, allowing team members to work on a variety of data-related challenges, participate in new feature developments, and strengthen their analytical capabilities.

• 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

• Bachelors 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
  

• 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