Wintel Lead Service Delivery Governance

Overview We are seeking an experienced IT Service Management (ITSM) and Service Delivery leader to oversee enterprise service governance, operational excellence, and multi-vendor service delivery across mission-critical IT environments. This role will drive ITIL best practices, service performance, operational resilience, and continuous improvement while partnering closely with business stakeholders, technology teams, and external vendors. The ideal candidate has extensive experience establishing Service Management Offices (SMO), governing large-scale IT operations, and leading transformation initiatives within complex enterprise environments. Key Responsibilities Service Delivery & Governance Lead end-to-end IT service delivery governance across multiple technology towers and managed service providers. Establish and enhance Service Management Office (SMO) capabilities, operating models, and governance frameworks. Ensure SLA, KPI, and operational performance targets are consistently achieved. Drive service stability, operational resilience, and continual service improvement initiatives. IT Service Management (ITIL) Own enterprise ITIL processes including:Incident ManagementProblem ManagementChange ManagementKnowledge ManagementConfiguration Management (CMDB) Lead Root Cause Analysis (RCA) reviews and drive long-term service improvements. Ensure compliance with IT governance, audit, and regulatory requirements. Vendor & Commercial Management Govern multiple vendors and managed service providers to ensure contractual obligations are met. Manage service reviews, performance scorecards, SLA reporting, and escalation management. Support contract lifecycle activities including SOWs, MSAs, renewals, commercial governance, and service improvement plans. Drive vendor accountability and continuous performance optimization. Transformation & Operational Excellence Lead enterprise transformation initiatives focused on automation, standardization, AI-enabled reporting, and process optimization. Design and implement scalable operating models across Service Operations, Command Center, and Infrastructure Support functions. Identify opportunities for cost optimization and productivity improvements through Lean methodologies and automation. Stakeholder Management Act as the primary interface between business stakeholders, technology teams, and executive leadership. Present operational performance, risk assessments, and strategic recommendations to senior management. Facilitate governance forums, steering committee meetings, and executive service reviews. Leadership Lead and mentor cross-functional Service Management and Operations teams. Drive workforce planning, capability development, onboarding, and performance management. Foster a culture of service excellence, accountability, and continuous improvement. Requirements Experience 15+ years of experience in IT Service Management, Service Delivery, Infrastructure Operations, or Shared Services. Proven experience leading enterprise-scale Service Management Offices (SMO). Strong background managing multi-vendor and multi-tower environments. Experience supporting large global enterprises or multinational organizations. Demonstrated success leading operational transformation and service improvement initiatives. Technical & Functional Skills Strong knowledge of ITIL Service Management framework. Experience with SIAM (Service Integration and Management). Expertise in Incident, Problem, Change, Knowledge, and Configuration Management. Strong understanding of SLA/KPI governance and operational reporting. Experience in Vendor Management, Contract Governance, SOWs, and MSAs. Familiarity with IT Infrastructure Operations, Command Centers, and Enterprise Service Management. Experience with automation, dashboarding, and service analytics is highly desirable. Leadership Competencies Executive stakeholder management and presentation skills. Strong analytical and problem-solving capabilities. Excellent communication and negotiation skills. Proven leadership in driving organizational change and operational excellence. Preferred Certifications ITIL Foundation / Managing Professional / Expert PMP (Project Management Professional) Lean Six Sigma Green Belt / Black Belt SAFe Agilist or equivalent Agile certification Interested candidates may apply directly with an updatedresume. Only shortlisted candidates will be notified. Information provided inthis advertisement is for recruitment purposes only. By s…