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 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. Requirements Required 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. About GoGlobal GoGlobal is the leading professional services company helping businesses expand internationally with compliance and confidence. We simplify global expansion by providing a single point of management across more than 140 countries. Our integrated solutions help organizations establish, manage, and grow their international operations while reducing complexity and risk. Our Services Entity Solutions Entity Establishment Corporate Secretarial & Directorship Services Domicile Services Dormancy & Liquidation HR Solutions Global Recruitment Employer of Record (EOR) Agent of Record (AOR) Global Benefits Global Payroll International HR Consulting Finance Solutions Accounting Tax For more information, please visit GoGlobal.com . Why Join GoGlobal? A Fast-Paced Company Where People Come First GoGlobal is a fast-growing global company where talented people have the autonomy to make decisions, create impact, and accelerate their careers. We believe success is measured by outcomes, not hours. Our people are empowered to take ownership, move quickly, and help shape the future of our business. What You Can Expect Real ownership and the autonomy to make meaningful decisions. A diverse, collaborative, and supportive global team. Opportunities to work across international markets. Fast career progression based on performance and impact. Flexible remote and hybrid working arrangements. Why We're Different At GoGlobal, your growth is directly connected to your contribution. Merit-based career progression – advancement is earned through performance and impact. Fast decision-making – minimal bureaucracy allows ideas to become reality quickly. Ownership & autonomy – you'll have the freedom to lead initiatives and create value. Global opportunities – collaborate with colleagues, partners, and clients around the world. Continuous growth – rapid business expansion creates ongoing career opportunities. High-performance culture – we challenge and support one another to achieve excellence. Collaborative environment – work seamlessly across borders without organizational silos. Transparency & trust – open communication and empowered decision-making. Flexible working – remote and hybrid work designed to support productivity, agility, and work-life balance. Ready to take the next step in your career with us? Apply now! **Kindly review the provided privacy notice ( LINK ) to gain a comprehensive understanding of our policies and practices governing the treatment of your Personal Data. By applying, you consent to background and reference checks, to the extent permissible by law.