Senior Manager, Data Lifecycle Management Job at NTT DATA (Johannesburg)

Job Description

The Senior Manager, Service Delivery Governance is a senior management role, responsible for ensuring the effective delivery of services and maintaining governance standards within the organization. This role is responsible for overseeing the service delivery governance framework, ensuring compliance with policies and procedures, and driving continuous improvement initiatives. The Senior Manager, Service Delivery Governance has the primary focus to establish and maintain robust governance processes, monitor service performance, and collaborate with cross-functional teams to enhance service delivery efficiency and effectiveness.

Job Responsibility

Leads and manages a team of service delivery professionals. providing guidance, mentorship, and performance feedback to ensure effective service delivery operations
Develops and implements service delivery strategies and frameworks to align with business objectives and ensure the efficient and effective delivery of services to clients
Collaborates with cross-functional teams, including sales, operations, and IT, to define and document service level agreements (SLAs), key performance indicators (KPIs), and metrics to measure and monitor service delivery performance
Drives continuous improvement initiatives to enhance service quality, efficiency, and customer experience, leveraging best practices, process optimization, and innovative solutions
Establishes and maintains effective communication channels with stakeholders, providing regular updates on service delivery performance, issues, and resolutions
Monitors and analyzes service delivery metrics and KPIs, identifying trends, gaps, and improvement opportunities, and taking proactive actions to address them
Stays updated on industry trends, emerging technologies, and best practices in service delivery, incorporating relevant advancements into the organization's service delivery operations
Manages service delivery budgets, resource allocation, and capacity planning to ensure optimal utilization and alignment with business needs
Prepares and presents service delivery reports and insights to senior management, highlighting key performance indicators, achievements, challenges, and recommendations for further improvement
Manages and oversees the activities for Governance, risk and compliance function for entire business
Manages risk and compliance in accordance with relevant legislation and advise the relevant stakeholders of risk and compliance incidents
Conducts regular internal reviews to ensure compliance to relevant policies and procedures, ensuring the update or modification of such to align with local laws and regulations.

Requirements

Extended leadership and team management skills, with the ability to inspire and motivate teams to achieve strategic objectives
Extended knowledge of service delivery governance practices, industry standards, and frameworks such as ITIL (Information Technology Infrastructure Library) or COBIT (Control Objectives for Information and Related Technologies)
Excellent analytical and problem-solving abilities, with the capacity to analyze complex data, identify trends, and drive data-driven decision-making
Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels of the organization
Displays strategic thinking and business acumen, with the ability to execute governance strategies
Detail-oriented mindset, with a focus on accuracy and quality in all aspects of work
Extended project management skills, with the ability to manage multiple initiatives, prioritize tasks, and deliver results within established timelines
Bachelor's degree or equivalent in Business Management, Internal Auditing, Compliance or a related field
Extended experience in service delivery governance, service management, with a proven track record of designing and implementing effective governance frameworks and driving compliance
Extended experience leading and managing teams within a information technical services environment.

Nice to have

Desirable certifications include, ITIL Expert
TOGAF
Six Sigma Green Belt/Blackbelt, CRISC
COBIT 5
ISO 20K and 9k Internal auditor or lead auditor.

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Senior Manager, Data Lifecycle Management

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