Service Delivery Lead

The Service Delivery Lead is accountable for the leadership, governance, and continuous improvement of SCOR’s IT change management framework within operations. The role oversees the end-to-end lifecycle of operational changes across infrastructure, cloud, workplace, and business application environments, ensuring changes are assessed for risk, scheduled appropriately, communicated clearly, and implemented with minimal disruption. A key objective is to protect service stability and business continuity through robust change governance, effective stakeholder coordination, CAB leadership, and disciplined execution. The role also drives process standardization, reporting, compliance, and continual improvement to ensure a scalable, transparent, and business-aligned change management capability across all regions.

Candidate Success Factors

• Embodying SCOR Values; Care, Collaboration, Courage, Open Mind and Integrity.
• Striving for continuous improvement while enforcing Change Management procedures.

Objectives for the first year (or 2 years) 

• Maintain above SLAs for Delivery without sacrificing quality.
• Abide to, and enforce, SCOR Tech, Data and AI principles and guidelines

Key duties and responsibilities

• Own and lead SCOR’s operational change management process, ensuring changes are governed consistently and efficiently across regions and technology domains.

• Chair or coordinate Change Advisory Board activities, ensuring the right stakeholders review, assess, and approve changes based on risk, impact, and urgency.

• Define and enforce change policies, standards, workflows, and approval models for standard, normal, and emergency changes.

• Assess change requests for operational risk, service impact, resource conflicts, scheduling constraints, and business readiness before implementation.

• Coordinate change calendars, maintenance windows, and cross-team dependencies to minimize disruption and avoid conflicting activities.

• Ensure strong communication to stakeholders before, during, and after changes, including business notifications, implementation status, and outcomes.

• Monitor change execution quality, success rates, rollback activity, and unauthorized change trends, and drive corrective actions where required.

• Lead post-implementation reviews for failed or high-risk changes, ensuring lessons learned are captured and process improvements are implemented.

• Collaborate closely with engineering, operations, cybersecurity, application, release, and vendor teams to ensure coordinated and compliant change delivery.

• Produce governance reporting and dashboards on change performance, risk exposure, audit readiness, and process compliance.

• Drive continual improvement of the change management process through automation, simplification, policy updates, and control enhancements.

• Promote a disciplined and collaborative change culture that supports service stability, transparency, and business confidence.

• Contribute to Change management process definition and documentation.

• Contribute to train and to coach all teams Technical and Functional regarding Change management procedures.

Required experience & competencies

• 10+ years of experience in IT operations, service management, or governance, including significant experience in change management or release/change coordination leadership roles.

• Proven track record managing enterprise change processes in complex, multi-regional environments with strong control and business alignment.

Soft skills

• Good understanding of enterprise infrastructure, workplace services, cloud platforms such as Azure, business application delivery dependencies, and delivery best practices.

• Strong analytical, organizational, and communication skills, with the ability to balance priorities, speed, risk, and service stability.

• Excellent stakeholder management, facilitation, leadership, and crisis coordination capabilities in a global and matrixed environment.

Hard skills

• Strong ITIL expertise in change management, seeking efficient and reliable service delivery.

• Strong expertise in change governance, risk assessment, CAB coordination, maintenance planning, and post-implementation review practices.

• Experience with IT service management frameworks and tooling, including workflow governance, reporting, audit support, and process compliance.

Required Education 

• Degree in Computer Science, Management of Information Systems, or related analytical field; or equivalent experience