Governance -Service Manager

Governance / PMO Service Manager

Role purpose

The Governance/PMO layer runs the operational engine of the service the ITSM processes, reporting and change coordination that keep delivery disciplined, auditable and continuously improving. They enable the Service Delivery Lead and keep the machine running day to day.Provide disciplined governance across service delivery and transformation, ensuring operational metrics, risks, dependencies, decisions and improvement commitments remain visible and actionable.

Key Responsibilities

• Run the governance calendar across weekly service forums, monthly Operations & Transformation reviews and quarterly executive reviews.
• Prepare KPI/SLA/SLO packs covering MTTA, MTTR, availability, incident trends, major incidents, automation coverage, ticket avoidance, change success and other agreed metrics.
• Maintain RAID logs (Risks, Actions, Issues, Decisions), owners, due dates and escalation status.
• Track continuous-improvement, automation and reliability backlogs from identification through implementation and value realization.
• Coordinate cross-region reporting and standardize KPI definitions, calculations and dashboards.
• Track transition and steady-state readiness activities including milestones, dependencies, KT sign-offs and readiness scorecards.
• Support incident and major-incident governance, ensuring RCA actions and improvement items are captured and tracked.
• Facilitate stakeholder meetings, record decisions and drive action closure.
• Maintain governance documentation, process adherence and audit-ready evidence.
• Support cost/value reporting including effort saved, ticket reduction, FTE avoided and infrastructure optimization benefits.
• Identify governance gaps and recommend process improvements.

Must-Have Skills & Experience

• Service management / PMO experience in IT managed services or technology operations.
• Strong Excel/PowerPoint/reporting and stakeholder coordination skills.
• Experience with RAID, governance calendars, action tracking and KPI reporting.
• Working knowledge of ITIL/ITSM and incident/change/problem management.
• Ability to interpret operational metrics and explain trends to leadership.
• Excellent verbal and written communication skills.
• Strong business writing and professional email-writing skills.
• Ability to communicate technical issues clearly and concisely.