Job Description
PositionSr. Manager – IT Services Governance, Audit PerformanceIncumbentN/ADepartmentDigital TechnologyFunctionIT ServicesReporting toCVP and Head of IT Infrastructure Digital OperationsBand4LocationGurugramTeam Size (D / I)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:
IT Services Governance Performance Oversight
- Establish function-level governance rhythm (weekly/monthly reviews)
- Track end-to-end IT Services performance:
Uptime / availability
SLA adherence
Incident trends
Operational KPIs
- Provide early warning signals on performance degradation
- Actively challenge tower heads on delivery gaps, inefficiencies, and risks
Project Initiative Tracking
- Track all IT Services-specific projects / initiatives
- Ensure:
Timelines are on track
Risks dependencies are escalated early
Outcomes are aligned to business priorities
- Work with central PMO but provide independent validation escalation
- Highlight slippages proactively to leadership
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
Compliance Control Assurance
IT policies
Regulatory requirements (IRDA, ISO, etc.)
Internal control frameworks
- Perform periodic control validation reviews
- Drive closure of compliance gaps across teams
Budget Financial Governance
- Track IT Services budget vs actuals (run + change)
- Ensure:
No cost overruns
Planned initiatives are executed
Cost leakages
Optimization opportunities (FinOps mindset)
- Support budget forecasting and variance analysis
Vendor Governance
- Track vendor performance metrics:
SLA compliance
Deliverables status
Penalty / credit triggers
- Provide independent reporting on vendor performance
- Escalate risks / non-compliance to leadership
Executive Reporting Leadership Visibility
- Prepare monthly leadership deck:
Hits and Misses
Service performance (uptime, SLA)
Portfolio snapshot (services initiatives)
Audit/compliance status
Budget vs actuals
Vendor performance snapshot
Top risks mitigation plan
- Ensure sharp, data-backed storytelling
Function Control Tower
- Act as independent observer and validator across all IT Services towers
- Surface:
Hidden risks
Execution gaps
Governance lapses
- Provide continuous updates (weekly insights, red flags)
- Ensure no surprises in operations, audit, or budget
Stakeholder Management
Tower Heads (Infra, Cloud, Network, etc.)
Central PMO
Audit Risk teams
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
≥ 99.8% uptime governance visibility tracking
SLA compliance ≥ 99%
Zero missed escalations / surprises
Audit Compliance
Zero major audit observations
≥ 95% findings closed within timelines
Strong audit ratings (aligned to org benchmarks)
Delivery Assurance
≥ 90% IT Services initiatives delivered on time
Early risk identification (90% risks identified proactively)
Financial Discipline
Zero budget overruns (function level)
Identified and delivered cost optimization opportunities
Leadership Confidence
High-quality monthly decks (no rework required)
Strong feedback on:
Insight quality
Proactive governance
Decision support
