Oversee service operations governance and ensure adherence to ITSM processes across all service towers.
Monitor SLAs, OLAs, and KPIs; analyze performance trends and implement corrective and preventive actions.
Lead continual service improvement (CSI) initiatives by identifying opportunities from performance trends, SLA breaches, audits, and customer feedback.
Define, negotiate, monitor, and report SLAs while managing customer expectations and service reviews.
Drive service maturity and risk management through regular assessments, root cause analysis, and process compliance.
Act as the primary interface for business stakeholders and service providers, ensuring effective communication, vendor coordination, and structured escalation processes.
Track benefits realization of improvement initiatives and report operational and executive dashboards for transparent performance insights.
Support Spokes & Integration Hub operations for cross-service coordination and integrated reporting.
Required Skills & Qualifications
Proven experience overseeing ITSM governance and end-to-end service management processes.
Expertise in Continual Service Improvement (CSI), SLA/KPI management, and service performance monitoring.
Strong understanding of ITIL-aligned processes, including risk management and process compliance.
Experience in service performance analysis, reporting, and executive communication.
Ability to lead cross-functional teams and drive service maturity and operational excellence.
Strong stakeholder management skills, with the ability to coordinate with vendors and escalate issues effectively.