Operation Governance Senior Expert

Job Purpose

The role holder is responsible for supporting the implementation and continuous improvement of operational governance practices across Specialized’s Mission-Critical services. The role focuses on monitoring operational performance, assessing compliance with internal SLAs and governance requirements, analyzing service trends, and coordinating with internal stakeholders to support service quality, operational excellence, and audit readiness. The role holder shall carry out their duties in accordance with the stipulated business policies and procedures.

Key Functional Accountability

• Monitor and review operational performance dashboards and KPIs related to Mission-Critical services to ensure alignment with internal SLAs, quality benchmarks, and governance frameworks.
• Analyze performance trends, service degradations, and incident reports to identify recurring issues and recommend governance controls and preventive measures.
• Collaborate with NOC and stc Group Technology teams to validate operational metrics, ensuring accuracy, consistency, and audit readiness of operational records and documentation.
• Support the planning and execution of operational audits on Mission-Critical applications and infrastructure to assess compliance with internal procedures, governance requirements, and contractual obligations.
• Lead the follow-up of audit observations and performance assessment findings, ensuring timely implementation of corrective and preventive actions.
• Contribute to the development and enhancement of operational governance standards, escalation protocols, performance baselines, and SLA monitoring mechanisms.
• Prepare and maintain governance reports, operational reviews, incident assessments, and compliance documentation to support performance assurance and management decision-making.
• Provide recommendations to improve operational performance, service quality, compliance adherence, and governance effectiveness across Mission-Critical services.
• Coordinate with relevant stakeholders to address operational risks, performance gaps, and compliance-related observations.
• Support continuous improvement initiatives by identifying opportunities to strengthen operational controls, governance practices, and service reliability.
  
  

Minimum Years Of Relevant Experience

6 years

Educational Level

Bachelor's Degree

Most Preferred Education Field

Engineering, Telecommunications, Information Technology, or a related field.