Key responsibilities:

• Lead operational governance reviews covering service performance, backlog management, risk assessments, compliance requirements, and continual service improvement initiatives
• Collaborate with cybersecurity, compliance, and technical teams to ensure effective risk management, access controls, and operational governance.
• Act as the primary customer contact for service delivery matters, managing stakeholder relationships, service review meetings and vendor coordination
• ITIL-based service management processes, including Incident, Problem, Change, Request, Knowledge, and Asset Management
• Oversee Day-2 operations, including monitoring, patch management, backup and recovery, performance optimization, capacity planning, and operational readiness activities
• Prepare and present service performance reports, dashboards, governance scorecards, and operational metrics, including SLA attainment, MTTR, incident t...