Incident & SLA Governance Manager
Core
Govern incident and SLA processes, integrate ITSM platforms, and ensure alignment across enterprise and government customer landscapes.
Role type
Senior IC ITSM Governance Manager
Builds
Service management architecture, tooling, and operational workflows for enterprise and government clients
Domain
Telecommunications / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL framework expertise, Incident and SLA lifecycle management, ServiceNow platform integration, vendor governance, change management, stakeholder alignment, automated reporting design, contract-to-workflow translation
Preferred skills
Federal Government clearance, experience in outsourcing environments, leading organizational change
Technologies
ServiceNow, ITSM platforms
Responsibilities
Lead and govern incident and SLA processes across internal teams, vendors, and customer environments; Act as the SME for process design, platform integration, reporting, and optimisation; Deliver and improve service management architecture to meet diverse client needs; Drive alignment to ITIL frameworks and champion continuous improvement initiatives; Build strong relationships across technical, delivery, and vendor governance teams; Translate service data into actionable insights through automated reporting; Handle and resolve service disruptions and escalate business-critical issues
Seniority
Senior, hands-on IC
