Service Delivery Governance Specialist

Make an impact with NTT DATA

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Your day at NTT DATA

The Senior Associate Service Delivery Governance Specialist is a developing subject matter expert, has 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.
• 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.
• Facilitates service delivery audits and assists in the implementation of audit recommendations.
• Supports successful renewal of ISO certifications on ISO 9001, ISO , ISO 27001 and ISO 22301.
• Adheres to utilization tracking across cross functional teams.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Knowledge of governance frameworks such as ITIL (Information Technology Infrastructure Library).
• Displays 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.
• Displays 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:

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

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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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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