EU Service Governance Specialist

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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 and governance forums.
- Detect, track & trace and solve operational issues, risks, service improvements, and escalations within set KPI’s.
- Maintain governance repositories, action trackers, maturity matrices, and scorecards.
- Support Service Review Meetings (SRMs), QBRs, and executive governance reporting.
- Monitor governance KPIs and ensure follow-up actions are completed.

Governance Tooling & Platforms

- Own and develop governance applications (GAPP) and portals.
- Maintain and enhance the EU Governance Portal.
- Support Client Guidance List (CGL) administration and lifecycle management.
- Manage governance-related automation solutions and workflows.
- Drive adoption of governance tools across Europe.

Reporting & Analytics

- Develop and maintain GAPP  dashboards and governance reporting.
- Support service scorecards, CSAT analysis, backlog reporting, and trend analysis.
- Provide analytics for service reviews and continuous improvement programs.
- Design and automate operational reports using multiple enterprise data sources.

Automation & AI

- Identify opportunities for automation and process simplification.
- Support implementation of AI-enabled governance solutions.
- Build proof-of-concepts that reduce manual governance activities.
- Collaborate with technical teams to integrate data through APIs and automated workflows.

Continuous Service Improvement

- Manage service improvement initiatives through Jira and governance trackers.
- Facilitate stakeholder workshops and solution reviews.
- Maintain governance backlogs and prioritise enhancement requests.
- Track benefits realization and business outcomes

Stakeholder Management

- Act as liaison between Service Governance, Service Transition, Service Design, Operations and Country Management.
- Provide guidance to service delivery managers and operational teams.
- Coordinate cross-functional improvement initiatives.
- Support executive communications and governance updates.

Required Skills & ExperienceEssential

- Strong stakeholder management, communication, interpersonal, collaborative  skills, with the ability influence stakeholders at various levels.
- 3-7 years experience in IT Service Management, Governance, PMO, Business Analysis, or Service Delivery.
- Strong understanding of ITIL principles.
- Experience with Jira administration and workflow management.
- Advanced Microsoft Excel skills.
- Power BI dashboard development experience.
- Ability to manage multiple priorities across international teams.

Desirable

- Experience with ServiceNow.
- Experience with Power Automate and workflow automation.
- Understanding of AI-enabled business process automation.
- SQL, APIs, or data integration knowledge.
- Experience within Managed Services environments.
- ITIL v4 or v5 certification.

Key Technologies

- Jira
- Power BI
- Microsoft 365 suite
- SharePoint
- ServiceNow
- Power Platform
- MAP / Governance Portal
- AI & Automation Platforms

Success Measures

The successful candidate will:

- Maintain governance reporting accuracy above agreed standards.
- Deliver measurable automation benefits and process efficiencies.
- Ensure timely closure of governance actions and improvements.
- Increase adoption of governance tools and reporting platforms.
- Improve visibility of service performance and operational risks.
- Support continuous improvement across European service delivery functions.

Workplace type :
Hybrid Working

About NTT DATA
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year in R&D.

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