Governance – Service Delivery Manager / Program Manager

Job Role : Governance – Service Delivery Manager / Program Manager

Location : Issaquah, WA (3 days onsite per week)

W2 Contract

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 24x7 NOC/ITOC/SOC operations.
• Strong ITIL process knowledge and ServiceNow reporting.
• Executive-level communication and stakeholder management.

Preferred certifications: ITIL v4 (Managing Professional preferred), PMP or equivalent.