Specialist Service & Performance Management
Specialist Service & Performance Management
Omya- Posted 3 months ago
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Job Description
Service management
Reporting Line(s)
Solid line(s) to: Head of customer service & performance management
Performance Measures
Internal Contacts
OS&S management team
DTX
Service Line leads
Regional leads
- Assist in implementing service management practices, governance frameworks, and operating models for OS&S to ensure consistent and efficient service delivery
- 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
- 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
- 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
- Assist in the planning and budgeting process to support accurate forecasting resource allocation, and financial management
- Support risk management activities by identifying potential risks, developing mitigation strategies, and ensuring that risk management practices are embedded in service operations
- University degree in Business Management, Business Administration, Economics, or any other related field
- Minimum of 3 years of relevant working experience in service management and KPI reporting
- 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)
- 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%
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
Internal Contacts
OS&S management team
DTX
Service Line leads
Regional leads
More Info
Key Skills
Process improvements and workflow enhancements
Agile)
Compliance and service quality standards
Continuous improvement tools or methodologies (e.g.
SAP Analytics Cloud)
Ticketing and reporting systems (e.g.
Digital tools and analytics
Service management principles and best practices
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