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Job Purpose

The Manager – Service Delivery & Governance is responsible for ensuring IT services are governed effectively through robust service management processes, service level management, change governance, vendor performance management, and business engagement. The role acts as the primary coordinator between IT and business stakeholders to ensure service expectations are clearly defined, measured, and achieved.

Key Responsibilities:

Service Level Management

• Define and maintain SLA and OLA frameworks.
• Monitor service performance against agreed targets.
• Facilitate regular service review meetings.

Change Governance

• Manage Change Advisory Board (CAB) activities.
• Review and assess high-risk and major changes.
• Ensure compliance with change management policies.

Vendor Governance

• Monitor vendor performance and SLA compliance.
• Conduct operational service reviews with vendors.
• Track service credits, penalties, and improvement actions.

Business Relationship Management

• Engage business stakeholders regarding service quality and performance.
• Gather service feedback and improvement opportunities.
• Coordinate resolution of service escalations.

Service Catalog Management

• Maintain enterprise service catalog.
• Ensure service ownership and accountability are clearly defined

Key Deliverables

• SLA Framework
• Service Review Reports
• Change Governance Reports
• Vendor Performance Reports
• Service Catalog Updates

Education

• Bachelor's Degree in IT or related discipline.
• 8+ years of IT experience.
• 3+ years in Service Delivery, Change Management, or IT Governance.

Preferred Certifications

• ITIL 4 Foundation / Managing Professional
• ISO 20000
• PMP (desirable)

KPIs

• SLA Compliance 
• Vendor SLA Compliance 
• Change Success Rate 
• Business Satisfaction Score 
• Service Review Completion Rate