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