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