Responsible for governing end-to-end IT service delivery ensuring SLA/OLA adherence stakeholder alignment and continual service improvement across enterprise environments.
Govern 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
Drive continual service improvement initiatives
Ensure service continuity risk mitigation and resilience
ITIL 4 Managing Professional (MP)
Strong knowledge of COBIT and ISO 20000
Stakeholder vendor and contract management
Reporting & analytics (Power BI Excel ServiceNow dashboards)
Strong leadership and communication skills
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