Specialist Service & Performance Management

Job description

Service management Assist in implementing service management practices, governance frameworks, and operating models for OS&S to ensure consistent and efficient service delivery KPI and reporting support Collaborate with service lines to define key performance indicators (KPIs) and reporting standards, ensuring alignment with business objectives and compliance requirements Ensure that KPIs, trends and analysis are presented in a way that enables effective decision-making and strategic steering Performance monitoring Utilize digital tools and analytics to monitor service performance, identify areas for improvement, and provide actionable insights to stakeholders Prepare and deliver regular management reports to provide OS&S leadership with clear, data-driven insights on service performance Continuous improvement initiatives Contribute to continuous improvement initiatives aimed at enhancing service reliability, efficiency, and customer satisfaction Prepare concise, actionable reports for top management, highlighting areas of achievement and opportunities for improvement, and proactively recommend actions based on data findings Planning and budgeting Assist in the planning and budgeting process to support accurate forecasting resource allocation, and financial management Risk management Support risk management activities by identifying potential risks, developing mitigation strategies, and ensuring that risk management practices are embedded in service operations Education University degree in Business Management, Business Administration, Economics, or any other related field Experience Minimum of 3 years of relevant working experience in service management and KPI reporting Knowledge and skills Understanding of service management principles and best practices Ability to monitor and analyze service performance metrics Familiarity with ticketing and reporting systems (e.g., ServiceNow, SAP Analytics Cloud) Experience supporting process improvements and workflow enhancements Knowledge of compliance and service quality standards Ability to communicate findings and recommendations to various stakeholders Customer orientation and problem-solving mindset Exposure to continuous improvement tools or methodologies (e.g., Lean, Agile) Other requirements Excellent command of both oral and written English are required Good command of both oral and written additional language is beneficial Willingness to travel up to 5% POSITION SCOPE Reporting Line(s) Solid line(s) to: Head of customer service & performance management Performance Measures SLA/OLA compliance rate Customer satisfaction Coverage of risk assessments Quality and risk impact and likelihood assessment Forecast accuracy over planning horizon Working Relationships Internal contacts: OS&S management team DTX Service Line leads Regional leads