Governance – Service Delivery Manager / Program Manager

Employment type: Contract Technology: ITOC, NOC

Location: Hybrid (Issaquah, WA)

Job Description: -Experience: 15+ years in IT services, with 5+ years managing multi-tower managed services or operations centers

Responsibilities: - Single point of accountability for delivery across ITOC, NOC and the SOC.- Run weekly service reviews, monthly SLA reporting and scorecards, and quarterly business reviews.- Coordinate P1/P2 escalation bridges and executive communications.- Own the continuous improvement and service improvement plan (SIP).- Manage stakeholder communications across the client, the SOC partner and other client vendors.- Oversee staffing, onboarding, training and performance of the delivery team.- Handle commercials: invoicing support, change requests and risk/issue management.

Required skills: - Proven delivery leadership for 24x 7 NOC/ITOC/SOC operations.- Strong ITIL process knowledge and Service Now reporting.- Executive-level communication and stakeholder management. Preferred certifications: ITIL v 4 (Managing Professional preferred), PMP or equivalent

Note: Applicants for employment in The USA should possess work authorization which does not require sponsorship by the employer for a visa