Service Governance Manager/Lead-SK

Service Governance Lead / IT Service Assurance Manager

(Client-side Multi-Vendor Governance Role)

Role Summary

The role is responsible for governing end-to-end infrastructure and managed services delivered by multiple internal and external service providers. The position acts as the service consumer representative and is accountable for establishing governance frameworks, service assurance, performance oversight, operational risk visibility, and executive reporting across a multi-tier service delivery ecosystem.

This role does not directly manage operational delivery teams but ensures that service providers, tower leads, and portfolio managers meet agreed service outcomes, governance standards, and business expectations.

Key Responsibilities

Governance Framework & Service Assurance

• Establish and maintain an end-to-end governance framework for infrastructure and managed services across multiple vendors and internal tower teams.
• Define governance cadence across operational, tactical, and strategic layers.
• Implement service assurance mechanisms to monitor SLA, KPI, XLA, compliance, operational risk, and service quality.
• Develop governance standards, operating procedures, escalation models, and RACI structures.

Multi-Vendor Governance

• Govern cross-functional and multi-vendor service delivery environments to ensure seamless end-to-end service integration.
• Manage vendor accountability across incident management, problem management, change management, service continuity, and operational compliance.
• Drive service integration and coordination across infrastructure towers, cloud, network, workplace, applications, and security teams.
• Eliminate operational gaps, ownership ambiguity, and vendor handoff failures.

Performance Monitoring & Executive Reporting

• Develop executive-level dashboards, scorecards, service heatmaps, and governance reporting frameworks.
• Present service performance, operational risk, trend analysis, and improvement initiatives to senior leadership and steering committees.
• Monitor service trends, recurring failures, and business-impacting issues and ensure corrective actions are implemented.
• Provide data-driven insights and recommendations for operational optimization.

Operational Risk & Compliance Governance

• Govern operational risk, audit observations, compliance adherence, and control effectiveness across service providers.
• Ensure alignment with ITIL, governance policies, regulatory requirements, and enterprise operational standards.
• Track remediation actions, risk mitigation plans, and service improvement initiatives.

Continual Service Improvement

• Drive continual service improvement (CSI) initiatives across vendors and internal stakeholders.
• Govern RCA quality, preventive actions, automation opportunities, and service maturity improvements.
• Identify systemic operational issues and facilitate cross-functional resolution.

Required Experience

• 10+ years of experience in IT Infrastructure Service Management, Service Governance, SIAM, or Managed Services environments.
• Strong experience governing multi-vendor infrastructure delivery environments.
• Experience working in large enterprise environments with outsourced or hybrid service delivery models.
• Proven experience in executive stakeholder management and governance reporting.
• Strong understanding of ITIL processes, operational governance, and service assurance frameworks.
• Experience managing governance across infrastructure towers including cloud, network, server, workplace, and security services.
• Experience in operational risk governance, vendor management, and service performance management.

Preferred Experience

• Experience in Consulting company environments.
• Exposure to SIAM (Service Integration and Management) operating models.
• ITIL Expert / Managing Professional certification preferred.
• Experience with governance tooling, service analytics, and dashboard reporting platforms.

Key Skills

• Service Governance
• Multi-Vendor Governance
• SIAM
• Service Assurance
• Executive Reporting
• Operational Risk Governance
• Vendor Performance Management
• ITIL
• Stakeholder Management
• Governance Framework Design
• Service Performance Analytics
• Continual Service Improvement
• Cross-functional Governance
• Escalation Management

Note: This role requires significant strategic acumen with a consultative mindset. Someone with experience in consulting firms. – The role is primarily to evaluate and monitor the service delivery by the infra services provider across towers (network, security, Servers, EUC etc) develop a reporting framework with metrics which can be shared with client CXOs. There is significant thinking and less of execution in this role.