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 Responsibilities

Governance 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