D&A Services and Operations Lead

FrieslandCampina; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading dairy company in Malaysia is seeking a D&A Service Operations leader to drive operational strategy and enhance service delivery. This role involves managing partnerships, overseeing compliance, and implementing continuous improvement initiatives. Candidates should possess strong leadership and domain knowledge in data and analytics operations. The position offers competitive compensation in a dynamic environment.

Qualifications

• Extensive experience in managing data and analytics (D&A) service operations.
• Ability to lead service partnerships and ensure service level agreements (SLAs) are met.
• Strong understanding of D&A platforms and their integration with IT service management.

Responsibilities

• Lead and mature the D&A Service Operations capability.
• Oversee service performance and drive operational strategy.
• Manage third party and stakeholder relationships.

Skills

Leadership in D&A operations

Stakeholder management

Budget management

Agile knowledge

DevOps principles

Performance analysis

Education

Foundational certification (e.g., AZ-900)

Job description

Your focus is to lead and mature the D&A Service Operations capability, ensuring reliable, scalable, and high-quality service delivery across the organization. You will drive operational strategy, oversee service performance, and enable data-driven decision-making at all levels.

1. Third Party & Stakeholder Management

   • Lead D&A outsourced managed service partnerships, acting as the single point of contact (SPOC) towards partners.
   • Mature engagements to align with the FC data-centric transformation journey, evolving from a centralized to a hybrid organization, while ensuring SLA adherence and decreasing TCO.
   • Protect and improve employee engagement internally and with partners, fostering transparency and growth opportunities.

2. Guidance & Leading

   • Own D&A strategic objectives related to IT Security and Service Excellence.
   • Indirectly manage Service Managers in the D&A Cluster and on the Managed Service Partner side, including goal-setting, performance reviews, and capability development.
   • Manage the approx. EUR 2M budget associated with D&A Managed Services.

3. Manage Service & Compliance

   • Define the D&A service model as part of the operating model transformation roadmap.
   • Organize for P1/P2 level support and support hands-on in process manager role for high-complexity incidents.
   • Coordinate audit and review cycles for D&A, inform owners of outcomes, and drive improvement plans.

4. Strategy and Innovation

   • Design, operationalize, and communicate the D&A communication & collaboration strategy.
   • Constructively challenge engineering teams to deliver with an “Operations-first” mindset.
   • Lead continuous improvement across the full D&A landscape.

5. Domain Knowledge

   • Deep hands-on experience in D&A delivery, management, and organization.
   • Knowledgeable of Agile and DevOps concepts, able to integrate them with (FC) ITSM.
   • Knowledgeable of D&A Platforms & Product/Feature portfolio, with foundational certification (e.g., AZ-900).

6. Change Management

   • Strategically and tactically manage D&A service, process, and organization changes.
   • Assure that D&A business services are safeguarded and business impact of changes is minimized.
   • Participate in or lead relevant steering committees.