BPO Business Support Senior Specialist

Develop, implement, and maintain service governance frameworks, policies, and procedures

Monitor and report on service performance, compliance, and risk management activities

Collaborate with service owners and process managers to ensure services meet agreed SLAs and KPIs

Conduct regular reviews and audits of service management processes to ensure adherence to best practices and standards (e.g., ITIL, COBIT)

Identify areas for service improvement and support continuous improvement initiatives

Facilitate service governance meetings and provide guidance on governance-related matters

Ensure documentation and communication of governance policies and processes to relevant stakeholders

Support the management of service contracts, vendor relationships, and service level agreements

Track and report on compliance with regulatory and organizational requirements

Provide training and awareness programs on service governance policies and procedures