Service Delivery Manager

1. Governance Framework Development:
Lead the development and implementation of IT governance frameworks tailored to the specific need
between the two companies.
Define governance structures roles and responsibilities to ensure accountability and transparency.
Establish processes for not limiting to decisionmaking data security access control risk management and
compliance with regulatory requirements.

2. Service Delivery Management:
Collaborate with crossfunctional teams to ensure adherence to the newly developed governance
framework.
Implement mechanisms for continuous monitoring and evaluation of service delivery processes.
Identify and address gaps in governance and service delivery fostering a culture of continuous
improvement.
3. Gap Identification and Resolution:
Conduct regular assessments to identify governance gaps and areas for improvement.
Collaborate with stakeholders to address identified gaps and implement corrective actions.
Drive a culture of continuous improvement by iterating on governance processes based on feedback and
lessons learned.
4. Stakeholder Communication:
Serve as the primary point of contact for governancerelated matters between the two companies.
Facilitate communication and collaboration among stakeholders to ensure alignment with governance
objectives.
Provide regular updates on governance initiatives and progress to senior management.
5. KPI Development and Monitoring:
Define and establish KPIs for service delivery governance and compliance.
Monitor KPIs regularly to track performance and identify areas for improvement.
Implement corrective actions and process enhancements to achieve KPI targets.
6. Risk Management:
Identify potential risks related to governance gaps and develop mitigation strategies.
Ensure compliance with regulatory requirements and industry standards.
Implement controls to minimize operational disruptions and security vulnerabilities.
7. Incident Reporting:
Establish incident response procedures and protocols to promptly detect assess and address security
incidents breaches or disruptions.
Coordinate incident response efforts including investigation containment and resolution in collaboration
with relevant stakeholders.
Prepare comprehensive incident reports documenting the incident timeline impact assessment and
remediation actions taken.

8. SLA Achievement:
Define clear Service Level Agreements (SLAs) in consultation with clients and stakeholders outlining
performance metrics response times and service quality benchmarks.
Monitor SLA performance metrics and Key Performance Indicators (KPIs) to track service delivery efficiency
and effectiveness.
Collaborate with internal teams to address SLA deviations implement corrective actions and ensure service
excellence.

Qualifications:

Bachelors degree in Business Administration IT Management or related field.

Minimum of 57 years of experience in IT service delivery management with a focus on governance risk
management and compliance.
Proven experience (X years) in project management roles with a focus on Governance Risk and Compliance
(GRC) within the SaaS industry.
Strong understanding of relevant regulatory requirements (e.g. GDPR HIPAA SOX) and industry standards (e.g.
ISO 27001).
Strong understanding of ITIL (Information Technology Infrastructure Library) principles and best practices.
Excellent communication and interpersonal skills with the ability to effectively collaborate with internal and
external stakeholders.
Analytical mindset with the ability to identify and address complex governance and compliance issues.
Demonstrated leadership abilities and experience in managing crossfunctional teams.
Preferred Certifications:
ITIL Certification
PMP (Project Management Professional) Certification
COBIT (Control Objectives for Information and Related Technologies) Certification