Governance /PMO/Transition (Service Manager)

Experience: 10+ years relevant experience

Service governance manager coordinating performance reporting, RAID, actions, dependencies and continuous improvement governance.

Role category Service Manager - Governance / PMO/Transition Primary objective Global MSP / Operations & Reliability Engineering

Role Purpose

Provide disciplined governance across service delivery and transformation, ensuring operational metrics, risks, dependencies, decisions and improvement commitments remain visible and actionable.

Key Responsibilities – PMO/Governance/Service Manager

· 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,

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.

· 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, recommend process improvements and automation.

Key Responsibilities – Transition

· Coordinate end-to-end transition governance from transition initiation through operational readiness and handover to steady state.

· Maintain the transition plan, milestones, dependencies, RAID items, owners and target dates across all towers and regions.

· Solid communication and collaboration with incumbent vendors

· Coordinate Knowledge Transfer (KT) planning and completion, ensuring sessions, documentation, recordings and KT sign-offs are tracked.

· Track resource onboarding, shadow/reverse-shadow and readiness activities for L1/L2/L3 teams.

· Track transition and steady-state readiness activities including milestones, dependencies, KT sign-offs and readiness scorecards.

· Establish and maintain transition readiness scorecards covering people, process, technology, tooling, documentation, access, monitoring and operational procedures.

· Coordinate SOP/runbook, knowledge base and operational documentation readiness before BAU takeover.

· Track ServiceNow, monitoring, alerting, reporting and automation readiness required for steady-state operations.

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 Transition, 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.

· Worked or Experience in IT Cloud/On prem Infrastructure and application domain

Good-to-Have / Preferred

· ServiceNow & Pagerduty reporting experience.

· Experience with Power BI or similar dashboarding tools.

· Exposure to SRE metrics, automation programs o