Information Governance Lead & PMO Advisor
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Key skills for this role
About the Role
The Service Delivery Manager (SDM) is responsible for the overall governance and performance of the managed services team, ensuring strict adherence to international standards. Years of Experience: Minimum 15+ years of experience in IT service delivery and project management (based on the proposed senior lead).
Key Skills for This Role
Full Job Posting
Service Delivery Manager (SDM)
- is responsible for the overall governance and performance of the managed services team, ensuring strict adherence to international standards.
- **Years of Experience:**
Minimum
- 15+ years of experience
- in IT service delivery and project management (based on the proposed senior lead).
- **Mandatory Technical Certifications:**
PMP (Project Management Professional)
and
ITIL v4 Certified Professional
- .
- **Core Technical Expertise Areas:**
- + **IT Service Management (ITSM):**
- Expert knowledge of
- ITIL v4 frameworks
- to manage incident, problem, and change management processes.
- + **Governance & Reporting:**
- Designing and delivering comprehensive weekly, monthly, and yearly reports on resource utilization, service availability, and security status using tools like
Power BI
- .
- + **SLA & Compliance Management:**
- Monitoring ticket rosters and team performance to ensure all CLIENT service level agreements (SLAs) are consistently met.
- + **ITSM Governance:**
- Expert-level implementation of the ITIL v4 framework across all 14 required domains, including Incident, Problem, Change, and Capacity Management.
- + **Strategic Alignment:**
- Aligning IT operations with client organizational goals and managing risk and compliance audits.
- + **Audit & Quality Assurance:**
- Conducting deep-dive internal audits every six months to evaluate information integrity, asset safeguarding, and ISO 20000 compliance.
- + **Managed Services Onboarding:**
- Leading the transition and transformation program to ensure a seamless handover from previous providers with zero business impact.
- **Critical Job Responsibilities & Major Deliverables:**
- + **Project Documentation:**
- Responsible for developing and maintaining the
Project Charter
, detailed
Project Plan (MS Project)
, and the
Communication Plan
.
+ **Gap Assessment & Remediation:**
Delivering a thorough
Gap Assessment Report
for Client On-premises, Azure, M365, and Intune environments, followed by a prioritized remediation plan.
+ **Reporting Suite:**
Designing and delivering
Weekly Progress Reports
,
Monthly Executive Management Reports
, and real-time
Power BI Dashboards
covering resource utilization, system health, and security status.
+ **SLA & KPI Management:**
Monitoring ticket rosters to ensure all response and resolution SLAs are met, while producing
SLA Compliance Reports
and root cause analysis (RCA) for major incidents.
+ **Continual Service Improvement (CSI):**
Building and executing a
Continual Improvement Plan
at least twice a year to identify service deficiencies and implement efficiency gains.
+ **Team & Resource Management:**
Managing the onsite team and overseeing specific client staff (System/Network Engineers and DBAs) to ensure they are integrated into the delivery model.
+ **Training & Knowledge Transfer:**
Developing a roadmap for the client team to achieve
ITIL v4 certification
and conducting regular training sessions for IT staff.
+ **User Satisfaction:**
Daily Quality Assurance Audits
on service desk performance and delivering
Quarterly User Satisfaction Surveys
- .
- **Years of Experience:**
Minimum
- 15+ years of experience
- in IT service delivery and project management (based on the proposed senior lead).
- **Mandatory Technical Certifications:**
PMP (Project Management Professional)
and
ITIL v4 Certified Professional
- .
- **Core Technical Expertise Areas:**
- + **IT Service Management (ITSM):**
- Expert knowledge of
- ITIL v4 frameworks
- to manage incident, problem, and change management processes.
- + **Governance & Reporting:**
- Designing and delivering comprehensive weekly, monthly, and yearly reports on resource utilization, service availability, and security status using tools like
Power BI
.
+ **SLA & Compliance Management:**
Monitoring ticket rosters and team performance to ensure all CLIENT service level agreements (SLAs) are consistently met.
+ **ITSM Governance:**
Expert-level implementation of the ITIL v4 framework across all 14 required domains, including Incident, Problem, Change, and Capacity Management.
+ **Strategic Alignment:**
Aligning IT operations with client organizational goals and managing risk and compliance audits.
+ **Audit & Quality Assurance:**
Conducting deep-dive internal audits every six months to evaluate information integrity, asset safeguarding, and ISO 20000 compliance.
+ **Managed Services Onboarding:**
Leading the transition and transformation program to ensure a seamless handover from previous providers with zero business impact.
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