IT Service Readiness & Results Management Lead

Job description

**IT Service Readiness & Results Management Lead** **Position Overview** We are seeking a highly organized and collaborative lead to lead IT service readiness, governance and operational performance reporting across technology initiatives and managed services operations. In this role, you will ensure that required documentation, reviews, testing, approvals, and escalations are completed before implementation, helping teams deliver compliant, well-coordinated technology changes and services. You will partner with project and program managers, technical leaders, and business stakeholders across architecture, cybersecurity, engineering, operations, infrastructure, quality assurance, release management, and service management. You will also support operational governance by building dashboards, analyzing performance data, and preparing scorecards and executive-level reporting that provide visibility into SLA and KPI performance. This is an excellent opportunity for someone who combines strong governance, analytical, and stakeholder management skills and enjoys turning data into action. **What You’ll Do** - Lead governance of the SDLC and service readiness process across technology initiatives. - Ensure required documentation, reviews, testing, escalations, and approvals are completed before implementation. - Partner with project and program managers to drive consistency with service readiness standards and operational requirements. - Coordinate across cross-functional teams to gather input, reviews, and sign-offs from impacted stakeholders. - Identify process gaps, track dependencies, and escalate risks to support successful implementations. - Validate that required project artifacts are complete, accurate, and routed to the appropriate owners. - Develop and maintain dashboards and reports using ServiceNow data to provide visibility into SLA and KPI performance. - Monitor service performance, investigate metric variances, and support corrective action planning. - Prepare reporting packages, scorecards, and executive presentations for monthly and mid-cycle business reviews. - Document risks, escalations, and improvement plans related to missed performance targets. - Translate operational data into clear, actionable insights for leadership and stakeholders. **What We’re Looking For** - Experience in IT governance, SDLC oversight, PMO support, managed services, or operational reporting. - Strong understanding of technology delivery processes and implementation readiness requirements. - Experience developing dashboards, scorecards, or performance reports. - Familiarity with ServiceNow or similar platforms for reporting and data analysis. - Strong analytical skills with the ability to identify trends, variances, and areas for improvement. - Excellent communication and stakeholder management skills. - Strong organizational skills and the ability to manage multiple priorities simultaneously. - Ability to work across technical and non-technical teams in a fast-paced environment. **Preferred Experience** - Experience in enterprise technology, managed services, or IT operations environments. - Familiarity with SLA/KPI reporting and governance reviews. - Experience preparing executive-level materials and facilitating business reviews. - Background in process improvement, reporting automation, or operational analytics.