Service Performance Engineer - 7+ Years

Required Service Performance Manager with 7+ Years of Experience in Maintaining the Relationship between Stakeholders,SLA,KPI's,Business Analysts and Vendors.This Opportunity is with a leading IT Giant in India. 

Roles and Responsibilities:

• Accountable for the of the data coming out of third party systems
• Ensure that all Reports are in line with agreed standards and fulfil stakeholder’s requirements
• Build and manage a team of Data and Business analysts
• Ensure all aspects of Service Reporting are progressed to plan.
• Responsible for ensuring related continual service improvement activities are in-place
• Build a strong team of Data and Business analysts
• Maintain excellent relationships with key stakeholder groups globally
• Build relationships and work closely with Tower and Regional Leads to ensure that data is reported in line with all requirements and deliver value
• Ensure great relationships with appropriate stakeholders across the Operating Companies through the Customer Service Managers.
• Own the Supplier Service Level performance
• Accountable for the production and or accuracy of SLAs, KPIs and Operational metrics reports
• Provide Global, Tower and Regional Service Level & Performance Analysis and Reporting against stated SLAs and OLAs, ensuring the outsource provider takes corrective actions when performance falls below the contracted service levels
• Review all the data used by third parties to ensure accuracy 
• Knowledge or expertise of mapping data, merging data, data architecture & working with web based applications
• Establish good working relationships with 3rd party suppliers.
• Through measurement ensure service provider delivery activities are fit for purpose and where they are not, ensure improvement activities are undertaken.
• Ensure Service Providers have a strong focus on ‘pro-active’ work
• Be in constant ‘Service Improvement Mode’
• Ensure all related risks & issues are managed and mitigated against within the Workstream and those that require senior management focus are fed into the related governance sessions.

Required Skills:

• Strong Customer Service Management experience and skills
• ITIL Foundation certification as a minimum – ITIL Service Operations and/or ITIL Lifecycle Continual Service Improvement desirable 
• Proven leadership, managerial and people skills 
• Experience building a new team required
• Relevant Service Level Management skills required
• Advanced Microsoft Office skills
• Experience creating comprehensive reports to Senior Stakeholders
• Strong Supplier and Stakeholder management skills
• Strong communication, influencing skill 
• Working knowledge and understanding of Service Delivery as a whole.
• Good technology insight with a full appreciation of how technology can enable positive business change

Reach | kiran@madhees.com |