Service Delivery Assurance Specialist

7 months ago

Jakarta, Indonesia NTT Ltd. Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**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**:

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

**Knowledge, Skills and Attributes**:

- Solid knowledge of governance frameworks such as ITIL (Information Technology Infrastructure Library)
- Strong 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
- Strong project management skills, with the ability to effectively prioritize tasks, manage multiple initiatives, and meet deadlines
- Motivated professional with a passion for establishing effective governance practices and optimizing service delivery operations

**Academic Qualifications and Certifications**:

- Bachelor's degree in a relevant field
- ITIL Intermediate
- 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

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traff

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