Information Governance Lead & PMO Advisor
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Key skills for this role
About the Role
Ali Bin Ali is seeking an experienced Service Delivery Manager to oversee governance and performance of managed services, ensuring adherence to international standards. The role requires 15+ years of experience, PMP and ITIL v4 certifications, and expertise in ITSM, governance, reporting, and SLA management.
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
- Design and deliver Weekly Progress Reports, Monthly Executive Management Reports, and real time Power BI Dashboards
- Monitor ticket rosters to ensure SLA compliance and produce SLA Compliance Reports and root cause analysis
- Build and execute Continual Improvement Plan at least twice a year
- Manage onsite team and oversee specific client staff
- Develop roadmap for client team to achieve ITIL v4 certification and conduct 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
- Experience with Power BI for reporting
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.
Qualifications
- Years of Experience: Minimum 15+ years of experience in IT service delivery and project management
- Mandatory Technical Certifications: PMP (Project Management Professional) and ITIL v4 Certified Professional
- Core Technical Expertise Areas: IT Service Management (ITSM), Governance & Reporting, SLA & Compliance Management, ITSM Governance, Strategic Alignment, Audit & Quality Assurance, Managed Services Onboarding
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
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