Service Delivery & Operational Excellence

Lead and oversee day‑to‑day operations across all managed services (Cloud, Network, Systems, Security, and Applications).

Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data‑driven performance reviews.

Maintain service continuity and incident response readiness, including after‑hours escalation management.

Conduct post‑incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.

Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).

Implement and govern all ITIL process pillars – Incident, Request, Problem, Change, Knowledge, and Asset Management.

Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.

Lead weekly/monthly governance ca...