JOB SUMMARY:

Drive end-to-end governance, audit readiness, and performance oversight across IT Services by acting as a central control tower—ensuring projects, budgets, compliance, and KPIs are proactively tracked, challenged, and delivered without deviations.

Key Responsibilities:

1. IT Services Governance & Performance Oversight

Establish function-level governance rhythm (weekly/monthly reviews)
Track end-to-end IT Services performance:

o Uptime / availability

o SLA adherence

o Incident trends

o Operational KPIs

Provide early warning signals on performance degradation
Actively challenge tower heads on delivery gaps, inefficiencies, and risks

2. Project & Initiative Tracking

Track all IT Services-specific projects / initiatives
Ensure:

o Timelines are on track

o Risks & dependencies are escalated early

o Outcomes are aligned to business priorities

Work with central PMO but provide independent validation & escalation
Highlight slippages proactively to leadership

3. Audit Governance & Pre-Audit Readiness

Own audit readiness for IT Services (ITGC, ISO, regulatory audits)
Execute pre-audit checks and mock audits
Ensure zero/minimum audit observations
Prepare structured management responses for findings
Track all audit observations to timely closure with accountability
Build audit evidence repository and control tracking framework

4. Compliance & Control Assurance

Ensure compliance with:

o IT policies

o Regulatory requirements (IRDA, ISO, etc.)

o Internal control frameworks

Perform periodic control validation reviews
Drive closure of compliance gaps across teams

5. Budget & Financial Governance

Track IT Services budget vs actuals (run + change)
Ensure:

o No cost overruns

o Planned initiatives are executed

Identify:

o Cost leakages

o Optimization opportunities (FinOps mindset)

Support budget forecasting and variance analysis

6. Vendor Governance

Track vendor performance metrics:

o SLA compliance

o Deliverables status

o Penalty / credit triggers

Provide independent reporting on vendor performance
Escalate risks / non-compliance to leadership

7. Executive Reporting & Leadership Visibility

Prepare monthly leadership deck:

o Hits and Misses

o Service performance (uptime, SLA)

o Portfolio snapshot (services initiatives)

o Audit/compliance status

o Budget vs actuals

o Vendor performance snapshot

o Top risks & mitigation plan

Ensure sharp, data-backed storytelling

8. Function Control Tower

Act as independent observer and validator across all IT Services towers
Surface:

o Hidden risks

o Execution gaps

o Governance lapses

Provide continuous updates (weekly insights, red flags)
Ensure no surprises in operations, audit, or budget

9. Stakeholder Management

Work closely with:

o Tower Heads (Infra, Cloud, Network, etc.)

o Central PMO

o Audit & Risk teams

o Finance

Drive outcomes through influence, not authority

Required Skills & Experience:

• 
  Bachelor’s degree in engineering, Computer Science, or related field (B.E./BTech preferred).

• 8+ years of experience in IT Services / Infrastructure / Operations

• Experience in Governance / PMO / Audit roles

• Strong financial awareness (budget tracking)

• High ownership mindset (acts on behalf of leadership)

• Ability to challenge senior stakeholders

• Strong attention to detail + audit mindset

• Excellent structured communication (decking + reporting)

Key Performance Indicators (KPIs):

• Governance & Performance

o 99.8% uptime governance visibility & tracking

o SLA compliance 99%

o Zero missed escalations / surprises

• Audit & Compliance

o Zero major audit observations

o 95% findings closed within timelines

o Strong audit ratings (aligned to org benchmarks)

• Delivery Assurance

o 90% IT Services initiatives delivered on time

o Early risk identification (>90% risks identified proactively)

• Financial Discipline

o Zero budget overruns (function level)

o Identified and delivered cost optimization opportunities

• Leadership Confidence

o High-quality monthly decks (no rework required)

o Strong feedback on:

o Insight quality

o Proactive governance

o Decision support