Senior Service Performance Analyst

Location

Bloomsbury, Greater London | United Kingdom

Job description

Role: Senior Service Performance Analyst

Location: London, UK( Hybrid)

Duration: Permanent/Contract

Job Description:

Primary Skill:

• a.Graduate (minimum), BE/B. Tech/MBA preferred

• b.Practical experience as ITSM Lead with at least 4-5 ITIL® processes including Incident, Problem, Catalog, Request, Change, HAM, CMDB, Knowledge, Service Level etc.

• c.Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)

• d.Excellent English communication skills, both written and verbal, including business writing skills

• e.Experience of performance data analysis of ITIL® processes

• f.Ability to work with all levels of client, especially senior management and internal resources

• g.Positive learning attitude and willing to work in team environment

• Secondary Skill:

• a.SIAM or multi-vendor IT Service Management lead with deep technology exposure

• b.Strong business relationship management skills while working with multiple support groups, stakeholders, senior management etc., experience with large / complex customer environment in past would be preferred

• c.ITIL® Foundation certified, Intermediate is preferred

• d.Project Management experience in past is preferred

• e.ITSM lead experience with at least a team of 4-5 resources

• f.Strong customer service orientation

• g.Comfortable with and effective using MS Office applications specially Excel & PPT

• h.Close attention to detail and accuracy

• i.Deadline driven and results oriented

• j.Flexible attitude and ability to interact with a diverse business user community and changing environment

The Senior Service Performance Analyst will lead the Service Performance function in SIAM team.

Provides Subject Matter Expertise on the governance, assurance and the management of IT Service Performance across the CLIENT Ecosystem (internal IT support teams, Third Party Vendors and Suppliers/Partners), helping ensure they achieve their strategic goals, meet their contractual obligations and agreed service levels or performance targets and provide best in class service to and within CLIENT.

Driving any underperformance or areas for improvement through Continual Service Improvement.

Accountable for defining, documenting and integrating service performance & governance standards across CLIENT Ecosystem, which may include defining key performance indicators and metrics to help ensure CLIENT is measuring and tracking IT service performance across the Ecosystem in a standard, consistent manner that drives stability, quality, efficiency and effectiveness, in line with ITIL best practice.

The role entails chairing Service Review meetings, Service Performance & Governance forums and Continual Service Improvement meetings with in-house IT support teams, Suppliers or IT processes to

measure & track achievement against service performance metrics such as SLAs, KPIs, KRIs, IT Controls etc. to help ensure CLIENT maintains the levels of service to our business and customers.

Working alongside the IT Service Reporting team, you will be responsible for defining the reporting requirements (ITSM reports and dashboards) to enable both CLIENT ecosystem to accurately report their IT service performance and CLIENT SMEs to easily validate performance achievement.

Whilst the IT Service reporting team will support by providing underlying ITSM data and reporting, it is the responsibility of the Service Performance Analyst to produce their own material(s) for the service performance related meetings they chair, e.g., presentations, service review packs. 

Section 3 – Accountabilities & Responsibilities

The prime responsibilities for this role are:

• Accountable for service performance governance, oversight and improvement of the Ecosystem to help ensure CLIENT maintains the levels of service & achieves CLIENT business outcomes.

• Accountable for ensuring a coordinated approach to managing the Ecosystem performance, through defining, documenting & integrating service performance & governance standards across CLIENT

• Provides subject matter expertise in IT service management, service performance and governance.

• Responsible for ensuring process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly

• Responsible for defining performance targets and metrics such as KPIs, SLAs, OLAs and KRIs, conducting regular reviews of performance levels & trends & provides intervention if any are at risk.

• Accountable for owning the service performance relationship with CLIENT Supply Partners and creates a culture of sharing and learning across the Ecosystem (Internal IT teams and multiple suppliers)

• Accountable for defining & managing the on-boarding of supplier partners into CLIENT to enable relationship building & help foster a joined-up approach to customer first, service orientated culture.

• Responsible for chairing Service Reviews, Continual Service Improvement meetings & Service Performance & Governance forums with in-house IT support teams, SLT, Suppliers or IT processes to measure & track achievement against service performance metrics.

• Acts as an escalation for operational Ecosystem issues when normal escalation routes have been exhausted.

• Accountable for managing any Ecosystem underperformance or areas for improvement through Continual Service Improvement (CSI) procedures and managing through to remediation.

• Working with our commercial, technical, service & risk teams to identify omissions, errors or improvements in SLA, KPIs, OLA’s & Contracts for Supply Partners and Internal teams.

• Responsible for governing Continual Service Improvement (CSI) across CLIENT Ecosystem, whilst promoting and embedding a CSI culture and operating model.

• Accountable for defining and establishing a standard reporting approach for Service performance management and for producing own report packs and materials for internal service review meetings 

• Accountable for ensuring service performance reports are published and validated on time by CLIENT Ecosystem in readiness for service reviews.

Section 4 – Knowledge, Skills, Experience & Qualifications

• Must be proficient across all ITIL processes and ITIL accredited to at least version 3 Practitioner level 

• Must have extensive experience governing service in a multi-tier SIAM model (internal & external suppliers) – min. 3yrs experience.

• Must be proficient in chairing IT Svc Performance /Governance meetings – min 3yrs experience.

• Must be proficient in defining KPIs, performance targets & performance metrics–min 3yrs experience

• Must have experience in Continual Service Improvement (CSI) – min. 2yrs experience.

• Must be able to work on own initiative and make decisions.

• Must have strong organisational skills and be able to multi-task.

• Must have excellent communication skills (written and verbal) and able to communicate effectively at all levels both internally and externally.

• Should be able to manage conflict and negotiate successful outcomes.

• Excellent interpersonal and influencing skills, in particular service orientation and be able to build & maintain effective relationships with suppliers and internal customers.

• Should have good analytical and reporting skills and be proficient in reporting from Service Now

• Should have experience in Service Level Management (SLAs, OLAs, KPIs & underpinning Contracts)

• Should have experience producing service governance artefacts e.g. report packs, balanced scorecards

• Desirable if experienced in defining SLAs in multi-tier SIAM model (internal & external suppliers)

• Desirable if experienced and participated in Audits relating to supplier governance

Section 5 – Challenges

The role deals with various service providers; Internal IT support teams, ITSM Processes and multiple suppliers, which includes various levels of service metrics, SLAs, OLAs, KPIs, underpinning Contracts etc. The challenge is structuring, managing and maintaining a governance framework that effectively measures and tracks IT service performance across the Ecosystem in a standard, consistent manner that drives stability, quality, efficiency and effectiveness, in line with ITIL best practice to help ensure CLIENT maintains the levels of service to our business and customers.

Driving any underperformance or areas for improvement through Continual Service Improvement.

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