Information Governance Lead & PMO Advisor

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
  .

• 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.

• 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
  .