Senior Manager, Service Delivery Governance

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Your Day At NTT DATA

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.

Key Responsibilities:

• 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.

To Thrive In This Role, You Need To Have:

• 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.

Academic Qualifications And Certifications:

• Bachelor's degree or equivalent in Business Management, Internal Auditing, Compliance or a related field.
• Desirable certifications include, ITIL Expert; TOGAF; Six Sigma Green Belt/Blackbelt, CRISC; COBIT 5; ISO 20K and 9k Internal auditor or lead auditor.

Required Experience:

• 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 an information technical services environment.

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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, color, 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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