Governance Manager

The Governance Manager is responsible for establishing, implementing, and overseeing governance frameworks for IT Managed Services. This role ensures compliance with ITIL, ISO standards, HR policies, and contractual obligations while driving process improvements, risk mitigation, and operational efficiency. The Governance Manager will lead a cross-functional team of HR specialists, ITIL process managers, ISO compliance officers, and contract analysts to ensure seamless service delivery and adherence to regulatory and business requirements.

Key Responsibilities:

1. Governance & Compliance Management
   • Develop, implement, and maintain IT governance frameworks aligned with ITIL, ISO 27001, ISO 20000, and other industry standards.
   • Ensure compliance with legal, regulatory, and contractual obligations across IT services.
   • Establish governance structures for risk management, security, and data protection.
   • Conduct internal audits and ensure readiness for external audits and certifications.
2. ITIL & Service Management Oversight
   • Lead ITIL-based service management practices (Incident, Problem, Change, and Configuration Management).
   • Monitor and enhance Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
   • Drive continuous service improvements in line with ITIL best practices.
   • Ensure smooth coordination between IT operations and governance teams.
3. HR & Workforce Governance
   • Collaborate with HR to ensure workforce policies, onboarding, and training align with governance standards.
   • Oversee compliance with labor laws, employee engagement, and workforce risk mitigation.
   • Implement employee performance and competency frameworks for IT service teams.
   • Drive training and awareness programs on governance, security, and compliance.
4. ISO & Security Compliance
   • Ensure alignment with ISO 27001 (Information Security Management), ISO 20000 (IT Service Management), and other relevant standards.
   • Work with compliance officers to maintain security, risk management, and quality assurance policies.
   • Oversee data privacy, cybersecurity measures, and business continuity planning.
   • Manage vendor audits and third-party compliance adherence.
   • Oversee contract analysts in managing vendor agreements, contract renewals, and compliance.
   • Ensure adherence to contractual obligations, SLAs, and risk management clauses.
   • Conduct regular contract performance reviews and negotiations to optimize service delivery.
   • Develop policies for third-party risk management and vendor governance.
5. Reporting & Stakeholder Communication
   • Provide governance reports on compliance status, risks, and performance metrics to leadership.
   • Facilitate governance meetings, steering committees, and executive reviews.
   • Act as a liaison between IT, HR, compliance, and business teams to align governance strategies with organizational goals.
   • Communicate governance policies and best practices across all levels of the organization.

Qualifications

1. Education
   • Bachelor's / Master's degree in IT, Business Administration, Compliance, or a related field.
   • Certifications such as ITIL v4, ISO 27001 Lead Auditor, COBIT, PMP, or CISSP are a plus.
2. Experience
   • 10+ years of experience in IT governance, service management, compliance, or related fields.
3. Skills & Abilities
   • Strong knowledge of ITIL, ISO 27001, ISO 20000, COBIT, and regulatory frameworks.
   • Expertise in governance, risk management, and compliance (GRC) methodologies.
   • Understanding of HR policies, workforce governance, and labor law compliance.
   • Experience in contract management, vendor governance, and SLA monitoring.
   • Strong leadership and team management skills with experience leading cross-functional teams.
   • Excellent communication, stakeholder management, and problem-solving abilities.
   • Ability to drive process improvements, audits, and security risk mitigation strategies.
   • Experience in reporting, documentation, and governance policy development.

Desired Requirements

1. Education
   • Master's in Computer Science, Information Technology, or a related field.