Job Description
JOB DESCRIPTION
Section 1 – Details
Job Title IT Service Performance & Supplier Manager
Band / Grade Associate
Team Service Integration and Management (SIAM)
Responsible to / Line Manager Principal, Service Integration and Management
Direct Reports No direct reports
Location Nearshore/ Onshore
Section 2 – Purpose of Job
The Senior Service Performance Analyst will lead the Service Performance function in SIAM team.
Provides Subject Matter Expertise on the governance, assurance and the management of IT Service Performance across the customer Ecosystem (internal IT support teams, Third Party Vendors and Suppliers/Partners), helping ensure they achieve their strategic goals, meet their contractual obligations and agreed service levels or performance targets and provide best in class service to and within customer.
Driving any underperformance or areas for improvement through Continual Service Improvement.
Accountable for defining, documenting and integrating service performance & governance standards across customer Ecosystem, which may include defining key performance indicators and metrics to help ensure customer is measuring and tracking IT service performance across the Ecosystem in a standard, consistent manner that drives stability, quality, efficiency and effectiveness, in line with ITIL best practice.
The role entails chairing Service Review meetings, Service Performance & Governance forums and Continual Service Improvement meetings with in-house IT support teams, Suppliers or IT processes to
measure & track achievement against service performance metrics such as SLAs, KPIs, KRIs, IT Controls etc. to help ensure customer maintains the levels of service to our business and customers.
Working alongside the IT Service Reporting team, you will be responsible for defining the reporting requirements (ITSM reports and dashboards) to enable both customer ecosystem to accurately report their IT service performance and customer SMEs to easily validate performance achievement.
Whilst the IT Service reporting team will support by providing underlying ITSM data and reporting, it is the responsibility of the Service Performance Analyst to produce their own material(s) for the service performance related meetings they chair, e.g., presentations, service review packs.
Section 3 – Accountabilities & Responsibilities
The prime responsibilities for this role are:
- Accountable for service performance governance, oversight and improvement of the Ecosystem to help ensure customer maintains the levels of service & achieves customer business outcomes.
- Accountable for ensuring a coordinated approach to managing the Ecosystem performance, through defining, documenting & integrating service performance & governance standards across customer
- Provides subject matter expertise in IT service management, service performance and governance.
- Responsible for ensuring process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly
- Responsible for defining performance targets and metrics such as KPIs, SLAs, OLAs and KRIs, conducting regular reviews of performance levels & trends & provides intervention if any are at risk.
- Accountable for owning the service performance relationship with customer Supply Partners and creates a culture of sharing and learning across the Ecosystem (Internal IT teams and multiple suppliers)
- Accountable for defining & managing the on-boarding of supplier partners into customer to enable relationship building & help foster a joined-up approach to customer first, service orientated culture.
- Responsible for chairing Service Reviews, Continual Service Improvement meetings & Service Performance & Governance forums with in-house IT support teams, SLT, Suppliers or IT processes to measure & track achievement against service performance metrics.
- Acts as an escalation for operational Ecosystem issues when normal escalation routes have been exhausted.
- Accountable for managing any Ecosystem underperformance or areas for improvement through Continual Service Improvement (CSI) procedures and managing through to remediation.
- Working with our commercial, technical, service & risk teams to identify omissions, errors or improvements in SLA, KPIs, OLA’s & Contracts for Supply Partners and Internal teams.
- Responsible for governing Continual Service Improvement (CSI) across customer Ecosystem, whilst promoting and embedding a CSI culture and operating model.
- Accountable for defining and establishing a standard reporting approach for Service performance management and for producing own report packs and materials for internal service review meetings
- Accountable for ensuring service performance reports are published and validated on time by customer Ecosystem in readiness for service reviews.
Section 4 – Knowledge, Skills, Experience & Qualifications
- Must be proficient across all ITIL processes and ITIL accredited to at least version 3 Practitioner level
- Must have extensive experience governing service in a multi-tier SIAM model (internal & external suppliers) – min. 3yrs experience.
- Must be proficient in chairing IT Svc Performance /Governance meetings – min 3yrs experience.
- Must be proficient in defining KPIs, performance targets & performance metrics–min 3yrs experience
- Must have experience in Continual Service Improvement (CSI) – min. 2yrs experience.
- Must be able to work on own initiative and make decisions.
- Must have strong organisational skills and be able to multi-task.
- Must have excellent communication skills (written and verbal) and able to communicate effectively at all levels both internally and externally.
- Should be able to manage conflict and negotiate successful outcomes.
- Excellent interpersonal and influencing skills, in particular service orientation and be able to build & maintain effective relationships with suppliers and internal customers.
- Should have good analytical and reporting skills and be proficient in reporting from Service Now
- Should have experience in Service Level Management (SLAs, OLAs, KPIs & underpinning Contracts)
- Should have experience producing service governance artefacts e.g. report packs, balanced scorecards
- Desirable if experienced in defining SLAs in multi-tier SIAM model (internal & external suppliers)
- Desirable if experienced and participated in Audits relating to supplier governance
Section 5 – Challenges
The role deals with various service providers; Internal IT support teams, ITSM Processes and multiple suppliers, which includes various levels of service metrics, SLAs, OLAs, KPIs, underpinning Contracts etc. The challenge is structuring, managing and maintaining a governance framework that effectively measures and tracks IT service performance across the Ecosystem in a standard, consistent manner that drives stability, quality, efficiency and effectiveness, in line with ITIL best practice to help ensure cusomer maintains the levels of service to our business and customers.
Driving any underperformance or areas for improvement through Continual Service Improvement.
