Information Governance Lead & PMO Advisor
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Key skills for this role
About the Role
ALI BIN ALI seeks a Service Delivery Manager to oversee governance and performance of managed services, ensuring adherence to international standards. The role requires 15+ years in IT service delivery and project management, with PMP and ITIL v4 certifications.
Key Skills for This Role
Responsibilities
- Develop and maintain Project Charter, detailed Project Plan (MS Project), and Communication Plan
- Deliver Gap Assessment Report for Client On premises, Azure, M365, and Intune environments, followed by a prioritized remediation plan
- Design and deliver Weekly Progress Reports, Monthly Executive Management Reports, and real time Power BI Dashboards
- Monitor ticket rosters to ensure all response and resolution SLAs are met, producing SLA Compliance Reports and root cause analysis (RCA) for major incidents
- Build and execute a Continual Improvement Plan at least twice a year
- Manage the onsite team and oversee specific client staff (System/Network Engineers and DBAs)
- Develop a roadmap for the client team to achieve ITIL v4 certification and conduct regular training sessions
- Conduct Daily Quality Assurance Audits on service desk performance and deliver Quarterly User Satisfaction Surveys
Requirements
- Minimum 15+ years of experience in IT service delivery and project management
- PMP (Project Management Professional) certification
- ITIL v4 Certified Professional
- Expert knowledge of ITIL v4 frameworks to manage incident, problem, and change management processes
- Experience designing and delivering comprehensive reports using tools like Power BI
- Experience in SLA & Compliance Management
- Experience in Audit & Quality Assurance
Full Job Posting
Role 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 & Certifications
- Minimum 15+ years of experience in IT service delivery and project management
- 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
- 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
- Develop and maintain the Project Charter, detailed Project Plan (MS Project), and the Communication Plan
- Deliver a thorough Gap Assessment Report for Client On premises, Azure, M365, and Intune environments, followed by a prioritized remediation plan
- Design and deliver Weekly Progress Reports, Monthly Executive Management Reports, and real time Power BI Dashboards covering resource utilization, system health, and security status
- Monitor ticket rosters to ensure all response and resolution SLAs are met, while producing SLA Compliance Reports and root cause analysis (RCA) for major incidents
- Build and execute a Continual Improvement Plan at least twice a year to identify service deficiencies and implement efficiency gains
- Manage the onsite team and overseeing specific client staff (System/Network Engineers and DBAs) to ensure they are integrated into the delivery model
- Develop a roadmap for the client team to achieve ITIL v4 certification and conducting regular training sessions for IT staff
- Conduct Daily Quality Assurance Audits on service desk performance and delivering Quarterly User Satisfaction Surveys
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