We are seeking a highly experienced and detail-oriented Service Delivery Governance Specialist to join our IT Operations team, reporting directly to the Programme Governance Office (PGO). This critical role is responsible for creating, implementing, and maintaining Service Management standards, conducting thorough reviews and audits of IT Operations, and proactively identifying gaps and opportunities for continuous improvement. The specialist will be instrumental in establishing robust governance, risk mitigation, and performance analysis frameworks, with a strong emphasis on leveraging productivity and automation tools to enhance the efficiency and effectiveness of our audit and governance processes, while also driving ITIL adoption across delivery teams.

Key Responsibilities

• Service Management Standards & Enablement:

Develops, implements, and rigorously maintains Service Management Standards and best practices (leveraging ITIL) across the IT Operations landscape.

Conducts service management / ITIL enablement and training sessions for delivery teams to ensure effective adoption and consistent adherence to established standards and processes.

Manages and controls documentation, audit trails, and evidence within collaboration platforms like SharePoint, ensuring robust version control and accessibility for governance.

• PGO & Governance Oversight:

Acts as a key member of the Programme Governance Office (PGO), ensuring alignment of service management practices with overall program objectives and strategy.

Develops and implements a robust governance framework to monitor and manage service delivery operations.

Designs and implements automated workflows using tools like Power Automate to streamline governance processes, such as standard approvals, compliance checks, and audit notification routing.

Supports the governance of execution for automation projects.

• Audit & Continuous Improvement:

Conducts comprehensive service delivery audits, identifies areas of non-compliance and inefficiency against established standards, and assists in the implementation and tracking of audit recommendations.

Drives continuous improvement initiatives based on audit findings and performance analysis, specifically seeking opportunities for process automation to improve audit efficiency and frequency.

Participates in service reviews, contributing critical insights and recommendations for process enhancements and optimization.

• Performance & Risk Management:

Regularly tracks, analyzes, and reports on Key Performance Indicators (KPIs) and utilization across cross-functional teams.

Proactively identifies potential risks and vulnerabilities in service delivery processes, ensuring compliance with regulatory requirements and internal policies.

• Performs any other task as required to support service management objectives.

Knowledge and Attributes

• Service Management Expertise: Seasoned knowledge of governance frameworks, specifically ITIL (Information Technology Infrastructure Library), with the ability to train and mentor others on these concepts.
• Technical & Automation Skills:

Demonstrated understanding and practical experience with automation concepts and low-code tools (e.g., Power Automate/Flow) to automate governance and audit workflows.

Proficiency in utilizing SharePoint for documentation, collaboration, and structured data management.

• Analytical Skills: Seasoned analytical and problem-solving skills, with the ability to analyze KPI data and propose improvement opportunities.
• Communication & Influence: Good communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, influence stakeholders, and deliver training effectively.
• Project Management: Seasoned project management skills, with the ability to effectively prioritize tasks and manage multiple parallel initiatives.

Academic Qualifications and Certifications

• Required: Bachelor's degree or equivalent in Business Management, Internal Auditing, Compliance, or a related field.
• Desirable Certifications: ITIL Foundation/Intermediate/Expert and/or Six Sigma (Green Belt or higher).

Required Experience

• Seasoned relevant experience in service delivery governance, service management, internal auditing, or a closely related role.
• Demonstrable, strong understanding of IT service management principles and practices, including experience creating and maintaining service management standards.
• Proven experience in delivering training or enablement sessions related to IT service management or ITIL.
• Practical experience leveraging Microsoft 365 tools (especially SharePoint and Power Automate) to enhance, streamline, and govern operational or audit processes.