The Senior Manager, Service Delivery Governance is a senior leadership role responsible for establishing, overseeing, and continuously improving service delivery governance across the organization.
This role focuses on building and maintaining robust governance frameworks, ensuring compliance with policies and standards, monitoring service delivery performance, and working closely with cross‑functional stakeholders to drive efficiency, consistency, and service excellence across Day‑2 operations.
Key Responsibilities
- Establish, implement, and maintain the service delivery governance framework to ensure consistent delivery practices.
- Define and enforce governance standards, policies, and procedures across service delivery teams.
- Oversee Day‑2 service operations governance, including performance monitoring, escalation management, and compliance.
- Monitor service performance through SLAs, KPIs, and service metrics, and lead continuous improvement initiatives.
- Drive governance cadence such as service reviews, operational reviews, and stakeholder governance forums.
- Partner with delivery, operations, technical, and commercial teams to enhance service delivery efficiency and effectiveness.
- Ensure compliance with internal controls, audit requirements, and industry best practices (e.g. ITIL).
- Provide senior leadership oversight and guidance to service delivery stakeholders across regions as required.
Required Experience & Qualifications
- Proven experience in Service Delivery Governance, IT Service Management, or Managed Services leadership.
- Strong background in Day‑2 service operations, including service performance management.
- Demonstrated experience establishing or overseeing governance frameworks, processes, or operating models.
- Ability to work across regional and cross‑functional teams.
- Experience with SLA/KPI governance, service reporting, and continuous improvement.
- Strong stakeholder engagement and communication skills.
- ITIL or relevant service management knowledge is highly desirable.
- Experience in large enterprises, global delivery environments, or managed services organizations preferred.
Why Join NTT DATA
Opportunity to play a key governance leadership role within a global organization.
Exposure to complex, regional service delivery environments.
Collaborative culture with strong focus on service excellence and accountability.
