Project Data Manager

Role Overview

As an Informatica and Databricks IT Support Specialist, the primary focus is on service delivery and management for Informatica and Databricks platforms, ensuring that user needs are met and services run smoothly. This role combines effective stakeholder management, service performance oversight, and collaborative leadership. Approximately 50% of responsibilities are hands-off, emphasising relationship management, continuous service improvement, and aligning IT services with business objectives. While a foundational understanding of Informatica and Databricks is beneficial, technical tasks are largely delegated or coordinated within the team.

Key Responsibilities

• Service Delivery and Management: Oversee the delivery of IT support services for Informatica and Databricks, ensuring alignment with SLAs, business priorities, and best practices.
• Stakeholder Engagement: Build strong relationships with business users, IT teams, and vendors, acting as the primary point of contact for service-related matters.
• Performance Monitoring: Monitor service metrics, user satisfaction, and incident trends. Identify opportunities for service improvement and drive initiatives to enhance quality and efficiency.
• Governance and Compliance: Ensure services meet data governance, privacy, and security standards, working with relevant teams to uphold policies and procedures.
• Continuous Improvement: Lead or participate in service reviews, process improvements, and post-incident analysis to drive ongoing enhancement of IT support functions.
• Team Collaboration and Leadership: Coordinate work across technical teams, providing guidance, removing roadblocks, and fostering a collaborative and high-performing environment.
• Knowledge Management: Oversee the creation and maintenance of process documentation, guides, and knowledge-sharing materials to support effective service delivery.
• Customer Service: Champion a customer-focused approach, ensuring users receive prompt, professional, and solution-oriented support.

Required Skills and Experience

• Service Management & ITIL: Solid experience in IT service management, with a strong understanding of ITIL frameworks and a track record of driving service excellence.
• Leadership: Ability to lead, motivate, and coordinate teams in a dynamic IT support environment.
• Customer Engagement: Excellent interpersonal and communication skills, with proven success in managing stakeholder relationships and enhancing user experiences.
• Technical Awareness: General understanding of Informatica, Databricks, and data service platforms, sufficient to communicate with technical teams and guide service-related decisions.
• Cloud & Data Engineering Awareness: Familiarity with cloud platforms (AWS, Azure, GCP) and data engineering concepts, primarily from a service management perspective.
• Problem-Solving: Strong analytical skills for identifying root causes of service issues and facilitating appropriate solutions through the team.
• Outcome Orientation: Focused on delivering results, driving continuous improvement, and aligning IT services with business goals.