The Business Analyst (ICT Governance) is responsible for Implementing IT strategies and robust IT governance frameworks to maintain compliance and drive delivery excellence. This role is also responsible for overseeing customer engagement and relationships, focusing on enhancing customer satisfaction through effective communication, risk management, and continuous improvement in service delivery processes.

Responsibilities:

IT Strategy Development

• Lead the development of an IT strategy aligned with the business goals, ensuring the integration of technology initiatives with overall business objectives.

• Ensure IT projects and initiatives align with the broader business vision and objectives, delivering value through strategic investments in technology.

• Collaborate with executive leadership, business units, and IT teams to ensure ongoing alignment and communication about the IT strategy and its execution.

IT Governance

• Develop and maintain the IT governance framework to ensure alignment between IT and business objectives.

• Track departmental KPIs and Strategic Initiatives on periodic basis to completion.

• Establish and follow a reporting governance mechanism to communicate about the progress on the IT delivery and operational activities to the respective stakeholders.

• Coordinate with all the team representatives and leads to ensure the weekly operational progress report is submitted.

• Collaborate with IT teams to identify service improvement initiatives to improve the efficiency of delivery and operational activities and track them to closure.

Program Governance & Delivery Excellence

• Establish a standard IT program and project delivery process and ensure all the teams adhere to the defined process.

• Ensure project managers and stakeholders are adhering to program governance processes.

• Ensure the defined reporting governance structure is being followed across the teams.

• Identify and manage enterprise risks (ERM)

Customer Engagement & Relationship Management

• Provide regular updates to senior management and stakeholders on program performance, risks, and issues.

• Conduct periodic meetings with the customer to maintain regular communication with key stakeholders and provide updates on IT Delivery and Operational activities.

• Identify opportunities for improving customer engagement processes, enhancing relationships, and delivering better IT value.

Qualifications:

• 8+ years of experience in various IT domains, with 3+ years in a similar role or position, preferably in customer-facing roles.

• Proven experience in establishing and managing IT governance frameworks, aligning IT strategy with business goals, and leading IT governance initiatives across complex organizations.

• Experience in managing IT program governance practices and defining the governance processes & delivery framework.

Education:

• Bachelor's or Master's degree in Information Technology, Computer Science or a related field.

• Relevant certifications such as ITIL, COBIT or PMP, etc.

Required Skillset:

• Proficiency in implementing and managing IT governance frameworks.

• Knowledge of project management methodologies

• Experience in conducting IT audits and quality assurance reviews to ensure compliance with governance policies and standards