Senior Service Delivery Governance Specialist

Senior Service Delivery Governance Specialist

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA
The Senior Service Delivery Governance Specialist is an advanced subject matter expert, responsible for playing a critical role in ensuring effective governance and oversight of our service delivery operations.

This role has the primary objective to lead the development and implementation of governance frameworks, drive compliance with service level agreements (SLAs), and collaborate with stakeholders to optimize service delivery processes and outcomes.

Key responsibilities:

• Regularly tracks and analyzes key performance indicators (KPIs) to evaluate service delivery performance against defined targets and identify areas for improvement.
• Participates in service reviews and contributes insights and recommendations for process enhancements and optimization and drives continuous improvement initiatives.
• Proactively identifies and mitigates service delivery risks, ensuring compliance with regulatory requirements, industry standards, and internal policies.
• Develops and implements a robust governance framework to monitor and manage service delivery operations, ensuring alignment with organizational goals and objectives.
• Collaborates with business development teams to support the design and implementation of service delivery strategies for new client engagements, ensuring alignment with governance requirements and best practices.
• Monitors the budget vs spend of platform cost.
• Understands relevant business continuity polices and framework, business continuity recovery strategies and plans to work with DPA to ensure platform can support the strategies and plans.
• Governance of committed vs delivered automation.
• Drives service improvement plans.
• Reviews complaints and prepares root cause analysis work to put corrective actions in place for the identified root cause.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Advanced knowledge of governance frameworks such as ITIL (Information Technology Infrastructure Library).
• Advanced analytical and problem-solving skills, with the ability to identify and address service delivery gaps and improvement opportunities.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at various levels.
• Detail-oriented mindset, with a focus on accuracy and quality in all aspects of work.
• Advanced project management skills, with the ability to effectively prioritize tasks, manage multiple initiatives, and meet deadlines.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Business Management, Internal Auditing, Compliance or a related field.
• Desirable certifications include, ITIL and Six Sigma.

Required experience:

• Proven advanced experience in service delivery governance, service management, or a related role, with a strong understanding of IT service management principles and practices.

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.  Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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Experience Level

Senior Level