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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…