Lead Service Performance Analyst

3 weeks ago

London, Greater London, United Kingdom N Consulting Ltd Full time

Position: Senior Service Performance Analyst

Company: N Consulting Ltd

Type: Permanent/Contract

Overview:

The Senior Service Performance Analyst plays a pivotal role in overseeing the Service Performance function within the SIAM team. This position requires a Subject Matter Expert who will ensure effective governance, assurance, and management of IT Service Performance across the CLIENT Ecosystem, which includes internal IT support teams and third-party vendors. The goal is to meet strategic objectives, fulfill contractual obligations, and achieve agreed service levels while delivering exceptional service.

Key Responsibilities:

  • Lead the Service Performance governance and enhancement initiatives across the Ecosystem.
  • Define, document, and integrate service performance and governance standards.
  • Provide expertise in IT service management, focusing on performance metrics and governance.
  • Conduct regular reviews of performance levels and trends, intervening when necessary.
  • Facilitate Service Review meetings and Continual Service Improvement forums.
  • Collaborate with the IT Service Reporting team to establish reporting requirements for accurate performance validation.
  • Produce and present materials for service performance-related meetings.

Qualifications:

  • Graduate degree (minimum), with BE/B. Tech/MBA preferred.
  • Extensive experience in ITSM processes, including Incident, Problem, Change, and Service Level Management.
  • Proficiency in at least one Service Management tool, preferably ServiceNow.
  • Strong analytical skills with a focus on performance data analysis.
  • Excellent communication skills, both written and verbal, with the ability to engage with stakeholders at all levels.
  • ITIL Foundation certification is required; Intermediate certification is preferred.
  • Experience in managing service performance in a multi-vendor environment.

Skills and Attributes:

  • Strong organizational skills with the ability to manage multiple tasks effectively.
  • Detail-oriented with a focus on accuracy and quality.
  • Ability to foster relationships with suppliers and internal teams.
  • Proficient in MS Office applications, particularly Excel and PowerPoint.
  • Comfortable working in a dynamic environment and adapting to change.

This role is essential for driving continual service improvement and ensuring that the CLIENT Ecosystem maintains high service levels to meet business needs.

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