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
