The Service Delivery Governance Specialist is a seasoned subject matter expert, responsible for establishing and maintaining an effective governance framework for service delivery operations.

This role works closely with cross-functional teams to ensure compliance with service level agreements (SLAs), track key performance indicators (KPIs), and drive continuous improvement initiatives to optimize service delivery processes.

Key Responsibilities:

• Supports document review and management and controls and manages changes to standard operating procedure.
• Proactively identifies potential risks and vulnerabilities in service delivery processes and contributes to the development and implementation of strategies to mitigate these risks.
• Supports governance of execution of automation projects.
• Facilitate service delivery audits and assist in the implementation of audit recommendations. Successful renewal of ISO certifications on ISO 9001, ISO 20000-1, ISO 27001 and ISO 22301.
• 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.
• Sets up a governance structure to ensure features and capabilities of the platform and tools along with its support processes are enabling the delivery of business outcomes.
• Adheres to utilization tracking across cross functional teams.
• Understands relevant business continuity policies and framework, business continuity recovery strategies and plans to work with DPA to ensure platform can support the strategies and plans.
• Adheres to utilization tracking across cross functional teams.
• Performs any other task as required.

Knowledge and Attributes:

• Seasoned knowledge of governance frameworks such as ITIL (Information Technology Infrastructure Library).
• Seasoned analytical and problem-solving skills, with the ability to identify and address service delivery gaps and improvement opportunities.
• Good 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.
• Seasoned 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:

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

Day to Day work details

Governance Operations

• Facilitate and coordinate recurring Operational Technical (OPS-TEC) reviews and governance forums.
• Detect, track & trace and solve operational issues, risks, service improvements, and escalations within set KPI’s.
• Maintain governance repositories, action trackers, maturity matrices, and scorecards.
• Support Service Review Meetings (SRMs), QBRs, and executive governance reporting.
• Monitor governance KPIs and ensure follow-up actions are completed.

Governance Tooling & Platforms

• Own and develop governance applications (GAPP) and portals.
• Maintain and enhance the EU Governance Portal.
• Support Client Guidance List (CGL) administration and lifecycle management.
• Manage governance-related automation solutions and workflows.
• Drive adoption of governance tools across Europe.

Reporting & Analytics

• Develop and maintain GAPP  dashboards and governance reporting.
• Support service scorecards, CSAT analysis, backlog reporting, and trend analysis.
• Provide analytics for service reviews and continuous improvement programs.
• Design and automate operational reports using multiple enterprise data sources.

Automation & AI

• Identify opportunities for automation and process simplification.
• Support implementation of AI-enabled governance solutions.
• Build proof-of-concepts that reduce manual governance activities.
• Collaborate with technical teams to integrate data through APIs and automated workflows.

Continuous Service Improvement

• Manage service improvement initiatives through Jira and governance trackers.
• Facilitate stakeholder workshops and solution reviews.
• Maintain governance backlogs and prioritise enhancement requests.
• Track benefits realization and business outcomes

Stakeholder Management

• Act as liaison between Service Governance, Service Transition, Service Design, Operations and Country Management.
• Provide guidance to service delivery managers and operational teams.
• Coordinate cross-functional improvement initiatives.
• Support executive communications and governance updates.

Required Skills & ExperienceEssential

• Strong stakeholder management, communication, interpersonal, collaborative  skills, with the ability influence stakeholders at various levels.
• 3-7 years experience in IT Service Management, Governance, PMO, Business Analysis, or Service Delivery.
• Strong understanding of ITIL principles.
• Experience with Jira administration and workflow management.
• Advanced Microsoft Excel skills.
• Power BI dashboard development experience.
• Ability to manage multiple priorities across international teams.

Desirable

• Experience with ServiceNow.
• Experience with Power Automate and workflow automation.
• Understanding of AI-enabled business process automation.
• SQL, APIs, or data integration knowledge.
• Experience within Managed Services environments.
• ITIL v4 or v5 certification.

Key Technologies

• Jira
• Power BI
• Microsoft 365 suite
• SharePoint
• ServiceNow
• Power Platform
• MAP / Governance Portal
• AI & Automation Platforms

Success Measures

The successful candidate will:

• Maintain governance reporting accuracy above agreed standards.
• Deliver measurable automation benefits and process efficiencies.
• Ensure timely closure of governance actions and improvements.
• Increase adoption of governance tools and reporting platforms.
• Improve visibility of service performance and operational risks.
• Support continuous improvement across European service delivery functions.

Workplace type:

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. Accelerate your career with us. Apply today