Information Governance Lead & PMO Advisor

Role Overview

The Service Delivery Manager will oversee governance and day-to-day performance of the managed services function, with a strong focus on maintaining compliance with global standards and delivering a reliable service model.

Experience and Certifications

This role calls for at least 15 years of experience in IT service delivery and project management. Applicants must hold PMP (Project Management Professional) and ITIL v4 Certified Professional credentials.

Core Expertise

• Deep working knowledge of ITIL v4 practices for incident, problem, and change management.
• Ability to create and present detailed governance reports on a weekly, monthly, and annual basis, including resource use, service availability, and security metrics, with tools such as Power BI.
• Strong control over SLA tracking and service performance to ensure client service commitments are consistently achieved.
• Hands-on implementation of ITIL v4 across all 14 required domains, including incident, problem, change, and capacity management.
• Capability to align IT operations with business objectives while supporting risk management and compliance reviews.
• Experience running in-depth internal audits twice a year to assess information integrity, asset protection, and ISO 20000 adherence.
• Ability to manage service transition and onboarding from prior providers without disrupting business operations.

Major Deliverables

• Prepare and maintain the Project Charter, full project plan in MS Project, and the communications plan.
• Produce a gap assessment covering client on-premises, Azure, M365, and Intune environments, followed by a structured remediation roadmap.
• Build and deliver weekly progress updates, monthly executive reports, and live Power BI dashboards for resource utilization, system health, and security status.
• Track ticket queues to confirm all response and resolution SLAs are met, and generate SLA compliance reports and root-cause analyses for significant incidents.
• Develop and run a continual service improvement plan at least twice each year to address service gaps and drive efficiency improvements.
• Oversee the onsite team and coordinate client resources such as system engineers, network engineers, and DBAs so they operate within the delivery framework.
• Create a roadmap for client teams to achieve ITIL v4 certification and conduct regular training sessions for IT staff.
• Carry out daily quality checks on service desk activity and complete quarterly user satisfaction surveys.

Additional Information

The job description also references the Service Delivery Manager title and emphasizes transition and transformation leadership, audit readiness, governance discipline, and zero-business-impact handover expectations.