Governance – Service Delivery Manager / Program Manager

Location: Issaquah, WA (3 days onsite per week)W2 Contract

Experience: 15+ years in IT services, with 5+ years managing multi-tower managed services or operations centers

Responsibilities: Single point of accountability for delivery across ITOC, NOC and the SOC.Run weekly service reviews, monthly SLA reporting and scorecards, and quarterly business reviews. Coordinate P1/P2 escalation bridges and executive communications. Own the continuous improvement and service improvement plan (SIP).Manage stakeholder communications across the client, the SOC partner and other client vendors. Oversee staffing, onboarding, training and performance of the delivery team. Handle commercials: invoicing support, change requests and risk/issue management.

Required skills: Proven delivery leadership for 24x 7 NOC/ITOC/SOC operations. Strong ITIL process knowledge and Service Now reporting. Executive-level communication and stakeholder management. Preferred certifications: ITIL v 4 (Managing Professional preferred), PMP or equivalent.