Service Delivery Assurance Specialist

Want to be a part of our team?

As a Service Delivery Assurance Specialist, your primary responsibility will be to establish and maintain an effective governance framework for service delivery operations. You will work 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

Working at NTT

Key Roles and Responsibilities:

• Adherance of utilization tracking across cross functional teams
• Adherence of utilization tracking across cross functional teams
• Develop and implement a robust governance framework to monitor and manage service delivery operations, ensuring alignment with organizational goals and objectives
• Document review and Management
• Proactively identify and mitigate service delivery risks, ensuring compliance with regulatory requirements, industry standards, and internal policies
• Understand 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.
• 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
• Governance of execution of automation projects
• Control and manage changes to Standard Operating Procedure
• Monitor the budget vs spend of platform cost
• Participate in service reviews and contribute insights and recommendations for process enhancements and optimization and drive continuous improvement initiatives.
• Proactively identify potential risks and vulnerabilities in service delivery processes, and contribute to the development and implementation of strategies to mitigate these risks
• Set 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
• Governance of committed vs Delivered automation
• Regularly track and analyze key performance indicators (KPIs) to evaluate service delivery performance against defined targets and identify areas for improvement.

Knowledge, Skills and Attributes:

• Strong analytical and problem-solving skills, with the ability to identify and address service delivery gaps and improvement opportunities
• Detail-oriented mindset, with a focus on accuracy and quality in all aspects of work
• Strong project management skills, with the ability to effectively prioritize tasks, manage multiple initiatives, and meet deadlines
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at various levels
• Motivated professional with a passion for establishing effective governance practices and optimizing service delivery operations
• Solid knowledge of governance frameworks such as ITIL (Information Technology Infrastructure Library)

Academic Qualifications and Certifications:

• ITIL Intermediate
• Bachelor's degree in a relevant field
• ISO 9K and 20 K internal auditor/lead auditor

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.

What will make you a good fit for the role?

Equal Opportunity Employer

NTT 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, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category