Specialist, Service Governance (AMER)

The AMER Service Governance team is responsible for driving the service governance framework across the Americas region by overseeing service level performance, governance cadence, reporting, and issue management. The team ensures leadership has clear visibility into operational performance while supporting continuous service improvement.

Reporting to the Service Governance Lead, you will be responsible for coordinating governance activities, monitoring service performance, tracking key metrics, and ensuring governance processes are executed consistently across the region.

Key ResponsibilitiesGovernance Cadence & Reporting

• Coordinate and manage the AMER governance cadence, including Quarterly Business Reviews (QBRs), service review meetings, governance forums, and operational dashboards.

• Prepare governance reports, meeting materials, and performance summaries for internal stakeholders.

• Ensure governance activities are delivered accurately and on schedule.

SLA & KPI Monitoring

• Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across regional services.

• Identify performance trends, highlight risks, and escalate SLA breaches where appropriate.

• Maintain governance dashboards and provide regular reporting to leadership.

Issue & Escalation Management

• Track operational issues, risks, and escalations through to resolution.

• Coordinate with cross-functional teams to ensure timely follow-up and closure of action items.

• Maintain accurate records of governance decisions, issues, and mitigation plans.

Continuous Improvement

• Support root cause analysis for recurring operational issues.

• Assist in identifying opportunities to improve governance processes, reporting, and service delivery.

• Contribute to regional initiatives that enhance operational efficiency and service quality.

Stakeholder Management

• Build effective working relationships with regional operational teams and business stakeholders.

• Coordinate governance meetings and ensure follow-up actions are completed.

• Support leadership by providing accurate governance reporting and operational insights.

Key Performance Indicators (KPIs)

• Timely execution of governance meetings and review cadence.

• Accuracy and timeliness of SLA and KPI reporting.

• Issue and escalation resolution tracking.

• Completion of governance action items.

• Stakeholder satisfaction with governance support and reporting.

• Continuous improvement initiatives delivered.

RequirementsRequired Qualifications

• Bachelor's degree in Business Administration, Operations Management, Project Management, or a related field.

4–6 years of experience in Service Delivery, Service Governance, Operations, PMO, Business Operations, or a related function.

• Experience coordinating governance meetings, reporting, and operational reviews.

• Strong analytical skills with the ability to interpret operational data and identify trends.

• Excellent organizational skills with strong attention to detail.

• Ability to manage multiple priorities and meet recurring reporting deadlines.

• Strong stakeholder management and communication skills.

• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.

Preferred Qualifications

• Experience working with service management or governance platforms (e.g., ServiceNow, Jira, Monday.com, or similar tools).

• Exposure to shared services, professional services, HR services, payroll, or global business operations.

• Familiarity with SLA management, KPI reporting, and governance best practices.

• Experience working within a multinational or global organization.

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