Governance – Service Delivery Manager / Program Manager
Signature IT World Inc · Issaquah, WA · 1 wk ago
On-siteInformation TechnologyFull-time
About the role
Governance – Service Delivery Manager / Program Manager located in Issaquah, WA (3 days onsite per week). W2 contract.
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.
Requirements
15+ years in IT services, with 5+ years managing multi‑tower managed services or operations centers.
Qualifications
- ITIL v4 (Managing Professional preferred)
- PMP or equivalent
Skills
- Proven delivery leadership for 24x7 NOC/ITOC/SOC operations.
- Strong ITIL process knowledge and ServiceNow reporting.
- Executive‑level communication and stakeholder management.