Responsible for governing end-to-end IT service delivery, ensuring SLA/OLA adherence, stakeholder alignment, and continual service improvement across enterprise environments.
Key ResponsibilitiesGovern overall service delivery performance, SLAs, and OLAs
Act as primary liaison between business, vendors, and IT operations
Develop and maintain SLAs and service performance reports
Lead service review meetings with senior stakeholders
Ensure incident, problem, and change processes are followed
Manage service budgets and resource allocation
Ensure service continuity, risk mitigation, and resilience
Required Skills & CertificationsStrong knowledge of COBIT and ISO 20000
Stakeholder, vendor, and contract management
Reporting & analytics (Power BI, Excel, Service Now dashboards)
Strong leadership and communication skills
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