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IT Service Performance Lead

2 months ago

London, Greater London, United Kingdom FalconSmartIT Full time
Job Description

Role: Senior Service Performance Analyst

Location: Remote/Hybrid

Duration: Permanent

Job Type: Full-time

Key Responsibilities
  • Lead the development and implementation of IT service performance improvement initiatives
  • Collaborate with cross-functional teams to identify and prioritize areas for improvement
  • Analyze performance data to inform strategic decisions and drive business outcomes
  • Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs)
  • Provide expert guidance on IT service management best practices and industry standards
  • Manage and maintain IT service management tools and systems
  • Develop and deliver training programs to enhance IT service management skills and knowledge
  • Conduct regular performance reviews and provide feedback to team members
Requirements
  • Minimum 4-5 years of experience in IT service management
  • Proven track record of improving IT service performance and driving business outcomes
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work effectively in a team environment
  • ITIL Foundation certification (Intermediate preferred)
  • Experience with IT service management tools and systems
Preferred Qualifications
  • SIAM or multi-vendor IT service management lead experience
  • Strong business relationship management skills
  • Project management experience
  • ITSM lead experience with a team of 4-5 resources
  • Strong customer service orientation
  • Comfortable with and effective using MS Office applications