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