Principal Service Delivery Governance Specialist

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Your day at NTT DATA

The Principal Service Delivery Governance Specialist is a highly skilled subject matter expert, responsible for playing a critical role in ensuring effective governance and oversight of our service delivery operations. This role has the primary focus to lead the development and implementation of governance frameworks, drive compliance with service level agreements (SLAs), and collaborate with stakeholders to optimize service delivery processes and outcomes. The Principal Service Delivery Governance Specialist is required to coach and providing mentoring to less experienced members of the team.

What you'll be doing

Key Responsibilities:

• 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 implement a robust governance framework to monitor and manage service delivery operations, ensuring alignment with organizational goals and objectives.
• Provides guidance and mentorship to junior team members, fostering their professional growth and development in service delivery governance practices.
• Collaborates with business development teams to support the design and implementation of service delivery strategies for new client engagements, ensuring alignment with governance requirements and best practices.
• Monitors the budget vs spend of platform cost.
• Understands GDC/COE Business Continuity Polices and Framework, Business Continuity Recovery Strategies and Plans to work with DPA to ensure platform can support the strategies and plans.
• Drives governance of committed vs Delivered. automation.
• Drives the service improvement plan.
• Provides coaching and mentoring to less experienced members of the team.
• Performs any other related task as required.

Knowledge and Attributes:

• Extended knowledge of governance frameworks such as ITIL (Information Technology Infrastructure Library).
• Extended analytical and problem-solving skills, with the ability to identify and address service delivery gaps and improvement opportunities.
• Excellent 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.
• Extended 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:

• Extended 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.

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. Apply today.