Information Governance Lead & PMO Advisor
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Key skills for this role
About the Role
The role of Information Governance Lead & PMO Advisor encompasses overseeing the governance and performance of managed services teams while ensuring compliance with international standards.
Key Skills for This Role
Full Job Posting
Overview
- 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).
- 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: Conducting Daily Quality Assurance Audits on service desk performance and delivering Quarterly User Satisfaction Surveys .
Skills
- 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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