Service Delivery Governance Specialist

• 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 manages 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 polices and framework, business continuity recovery strategies and plans to work with DPA to ensure platform can support the strategies and plans
• Performs any other task as required

• 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
• Bachelor's degree or equivalent in Business Management, Internal Auditing, Compliance or a related field
• Seasoned relevant experience in service delivery governance, service management, or a related role, with a strong understanding of IT service management principles and practices

Desirable certifications include, ITIL and Six Sigma