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