The Service Delivery Manager (SDM) of technology governance is responsible for ensuring that IT services are delivered in a controlled, compliant, and efficient manner aligned with internal policies, regulatory requirements, and best practice frameworks such as ITIL and COBIT. This role acts as a key interface between IT operations, risk and compliance, and business stakeholders, ensuring that service performance, risk controls, and governance processes are consistently upheld.
Job Description
- Ensure consistent, high-quality delivery of IT services across the organization.
- Manage and monitor SLAs, OLAs, and KPIs to meet defined service performance standards.
- Lead service performance reviews and ensure corrective actions for service breaches.
- Ensure service delivery practices align with regulatory frameworks (e.g., BNM RMiT, ISO 27001, etc.).
- Support audits, regulatory inspections, and compliance assurance activities.
- Track and report on IT operational risks, incidents, and controls within service delivery.
- Govern key ITIL processes such as Incident, Problem, Change, Request, and Configuration Management
- Participate in Change Advisory Boards (CABs) with a governance oversight role.
- Drive continual service improvement initiatives using ITIL 4 guiding principles
- Act as the primary point of contact for business units regarding IT service performance.
- Manage vendor performance according to defined SLAs and contractual obligations
- Coordinate and lead vendor governance and service review meetings.
- Prepare and present service performance dashboards and governance reports to management
- Provide regular updates to governance forums and technology steering committees
- Ensure adherence to IT service management policies, standards, and regulatory requirements.
- Support policy reviews and contribute to updates based on operational learnings and audit findings
Qualifications / Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field.
- ITIL 4 Foundation (required); ITIL 4 Managing Professional or Strategic Leader (preferred).
- COBIT Foundation or other governance certifications (desirable).
- Minimum 58 years of experience in IT service delivery or governance roles.
- Experience in regulated industries such as banking, insurance, or Takaful (preferred).
