Governance & Operations Excellence Specialist

Responsibilities

• Define and deploy the target governance model for Managed Services
• Support organizational management: priorities, governance bodies, account reviews, executive reporting and decision support
• Drive the business performance of managed services
• Implement standard dashboards: SLA, NPS, service quality, contract health, risks and trends
• Build a Balanced Scorecard (Finance, Delivery, HR, Transformation) and facilitate monthly reviews
• Coordinate cross-functional teams: HR, Sales, Finance, GTM, Delivery, Management
• Define and deploy RACIs, transition processes and operational standards between teams
• Clarify stakeholder roles: SDM, Service Lead, Delivery, Sales, Contract Management, Governance & Excellence
• Structure the client portfolio by type, risk level, maturity and potential
• Review contract governance, escalations, crises and action plans
• Orchestrate the integration of new and transformed contracts: transition, preparation, knowledge transfer and cutover
• Translate contractual commitments into an operational model and actionable SLAs
• Manage selected strategic projects for Managed Services (e.g. escalation matrix)
• Act as the primary point of contact for Delivery Assurance, quality and compliance (ISO)
• Ensure continuous improvement and process efficiency
• Define and manage the internal communication plan for Managed Services

Requirements

• Proven experience in governance, transformation, operational excellence or performance management
• Strong knowledge of Managed Services / Delivery / contracts / service quality environments
• Ability to structure, standardize and manage in a complex environment
• Excellent cross-functional coordination, communication and influencing skills
• Strong result orientation, quality focus and continuous improvement mindset

Certifications & Qualifications

• ISO compliance