Service Delivery Governance Specialist

Service Delivery Governance Specialist –NTT DATA, Inc. Overview Make an impact with NTT DATA. Join a company that pushes the boundaries of what is possible. We are renowned for technical excellence, leading innovations, and making a difference to our clients and society. Our workplace embraces diversity and inclusion – a place where you can grow, belong, and thrive. Key Responsibilities Service Management Standards & Enablement Develops, implements, and rigorously maintains Service Management Standards and best practices (leveraging ITIL) across the IT Operations landscape. Conducts service management/ITIL enablement and training sessions for delivery teams to ensure effective adoption and consistent adherence to established standards and processes. Manages and controls documentation, audit trails, and evidence within collaboration platforms like SharePoint, ensuring robust version control and accessibility for governance. PGO & Governance Oversight Key member of the Programme Governance Office (PGO), ensuring alignment of service management practices with overall program objectives and strategy. Develops and implements a robust governance framework to monitor and manage service delivery operations. Designs and implements automated workflows using tools like Power Automate to streamline governance processes, such as standard approvals, compliance checks, and audit notification routing. Supports the governance of execution for automation projects. Audit & Continuous Improvement Conducts comprehensive service delivery audits, identifies areas of non‐compliance and inefficiency against established standards, and assists in the implementation and tracking of audit recommendations. Drives continuous improvement initiatives based on audit findings and performance analysis, specifically seeking opportunities for process automation to improve audit efficiency and frequency. Participates in service reviews, contributing critical insights and recommendations for process enhancements and optimization. Performance & Risk Management Regularly tracks, analyzes, and reports on Key Performance Indicators (KPIs) and utilization across cross‐functional teams. Proactively identifies potential risks and vulnerabilities in service delivery processes, ensuring compliance with regulatory requirements and internal policies. Performs any other task as required to support service management objectives. Knowledge and Attributes Service Management Expertise: Seasoned knowledge of governance frameworks, specifically ITIL, with the ability to train and mentor others. Technical & Automation Skills: Demonstrated understanding and practical experience with automation concepts and low‐code tools (e.g., Power Automate/Flow) to automate governance and audit workflows; proficiency in utilizing SharePoint for documentation, collaboration, and structured data management. Analytical Skills: Seasoned analytical and problem‐solving skills, with the ability to analyze KPI data and propose improvement opportunities. Communication & Influence: Good communication and interpersonal skills, with the ability to collaborate effectively with cross‐functional teams, influence stakeholders, and deliver training effectively. Project Management: Seasoned project management skills, with the ability to effectively prioritize tasks and manage multiple parallel initiatives. Academic Qualifications And Certifications Required: Bachelor's degree or equivalent in Business Management, Internal Auditing, Compliance, or a related field. Desirable Certifications: ITIL Foundation/Intermediate/Expert and/or Six Sigma (Green Belt or higher). Required Experience Seasoned relevant experience in service delivery governance, service management, internal auditing, or a closely related role. Demonstrable, strong understanding of IT service management principles and practices, including experience creating and maintaining service management standards. Proven experience in delivering training or enablement sessions related to IT service management or ITIL. Practical experience leveraging Microsoft 365 tools (especially SharePoint and Power Automate) to enhance, streamline, and govern operational or audit processes. Workplace type Hybrid Working About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We accelerate client success and positively impact 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 and offer clients a robust ecosystem of innovation centers and 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. Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for