Specialist Service & Performance Management

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