Service Performance Governance 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, third-party vendors, and suppliers. The goal is to align with strategic objectives, meet contractual obligations, and maintain agreed service levels while delivering exceptional service.

Key Responsibilities:

  • Lead the governance and enhancement of service performance across the Ecosystem to ensure CLIENT meets its service delivery objectives.
  • Define, document, and integrate service performance and governance standards, ensuring a coordinated approach to managing performance.
  • Provide expertise in IT service management, focusing on service performance and governance.
  • Conduct regular reviews of performance metrics, including SLAs, KPIs, and KRIs, and intervene when necessary to address any risks.
  • Facilitate Service Review meetings and Continual Service Improvement forums with internal teams and suppliers to assess performance against established metrics.
  • Collaborate with the IT Service Reporting team to define reporting requirements and ensure accurate performance reporting.
  • Manage relationships with CLIENT Supply Partners, fostering a culture of collaboration and shared learning.

Qualifications:

  • Proficient in all ITIL processes and accredited to at least version 3 Practitioner level.
  • Extensive experience in governing service within a multi-tier SIAM model, with a minimum of 3 years in a similar role.
  • Strong skills in chairing IT Service Performance and Governance meetings.
  • Experience in defining performance metrics and targets, with a focus on Continual Service Improvement.
  • Excellent communication and interpersonal skills, capable of engaging effectively with stakeholders at all levels.
  • Strong analytical skills with proficiency in reporting tools, particularly ServiceNow.

Challenges:

This role requires managing a diverse range of service providers and internal teams, necessitating a robust governance framework to effectively measure and track IT service performance. The challenge lies in ensuring that all performance metrics are standardized and aligned with ITIL best practices, driving stability, quality, and efficiency across the Ecosystem.

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