Services Manager - Quality & Governance

Requirements:

Proven experience in Service Delivery or IT Governance within an MSP or enterprise IT environment

Strong grasp of ITIL principles (certification preferred)

Skilled in performance management, reporting, and driving continuous improvement

Demonstrated ability to manage client relationships and influence stakeholders

Strong team leadership and staff development experience

Excellent communication and presentation skills

Experience with tools such as ITSM platforms (e.g., ServiceNow), Excel-based dashboards, and reporting frameworks.

Scopes:

Role Overview

The Service Quality & Governance Manager is accountable for overseeing end-to-end service delivery quality, governance processes, and client satisfaction within the Managed Services business unit. This role ensures all services are delivered in alignment with contractual obligations, financial performance expectations, and continuous improvement targets. The manager will lead cross-functional collaboration, optimize operational governance, and drive improvements in service standardization, team performance, and client engagement.

 

Key Responsibilities

 

1. Service Management

Maintain deep knowledge of each client's contract framework, including SLA/SLOs, scope, pricing model, stakeholder matrix, operating environment, and cost structure.

Accountable for end-to-end SLA and SLO performance across all clients; proactively lead root cause analysis and service improvement plans (SIPs).

Govern the service delivery lifecycle to ensure quality execution within contracted and performance constraints.

Define, negotiate, and revise SLA/SLO commitments and associated best practices in alignment with evolving client needs.

Own the development, review, and adjustment of service rate cards.

Analyze billables against the total cost of ownership (TCO); identify and act on opportunities to enhance margins.

Drive productivity and efficiency through timely data collection and performance analytics to reduce costs and eliminate service defects.

Lead monthly, quarterly, and ad-hoc service review processes—reporting on SLA adherence, SIPs, financial metrics, and improvement initiatives.

Collaborate with the Technology Manager to steer performance improvements and service standardization efforts.

Lead internal audit efforts and follow through on audit callouts.

 

2. Client Relationship Management

Maintain positive working relationships with client stakeholders and their partners.

Conduct periodic Customer Satisfaction (CSAT) surveys and drive actionable improvement plans.

Identify up-sell and cross-sell opportunities in collaboration with the Sales team.

Investigate and co-develop integrated solutions for client challenges, working across multiple service towers.

Act as the service delivery representative in pre-sales and post-estrangements;

facilitate or lead client-requested projects as necessary.

 

3. Team Leadership

Manage and support a diverse team of technical professionals to deliver high-quality 

services under demanding SLAs.

Foster staff growth by aligning development plans with individual aspirations 

and organizational needs.

Conduct periodic performance reviews and develop action plans for competency 

upliftment.

Monitor workloads and proactively rebalance assignments to avoid burnout and 

ensure service consistency.

 

4. Cross-Team & Internal Collaboration

Champion cross-functional collaboration to eliminate silos and foster shared ownership of service outcomes.

Facilitate open communication between internal teams, clients, and management to drive transparency and trust.

 

 

Lead the development and maintenance of service datasheets and client-facing presentations in conjunction with the Technology Manager.

Engage with Sales and Pre-sales teams to provide solution input and accurate service quotations.

Support Sales enablement by educating them on the value proposition of the service portfolio.

Participate in bid response and contract renewal initiatives, contributing service capability inputs.

 

5. Service Area Oversight

Govern and report performance across key ITIL-aligned service domains:

- Service Management

- Incident & Problem Management

- Change Management

- Platform Services.

Ensure each domain meets its operational and strategic performance objectives.

Adjust oversight areas as organizational scope evolves.

 

6. ISO Certification

·Assess and report on infrastructure and service management controls contributing to ISO 20000 and ISO 27001 readiness, and manage the projects toward certification within 12 months.

Key Performance Indicators (KPIs)

·SLA/SLO compliance rates across all clients

·Reduction in repeat service breaches or escalations

·Increase in CSAT scores

·Margin improvement across service portfolios

·Timeliness and quality of service reviews and reporting

·Planned, measurable and business-relevant improvement across the ITSM service domains

·Employee engagement and competency development metrics

·Growth in standardized service offerings and reuse of service packages

·Contribution to bid wins and client retention/renewals.

 

 

 

Experience Required: Min 5 Year/s