This role focuses on performance monitoring, issue resolution, and continuous improvement to enhance service efficiency and stakeholder satisfaction. Key Responsibilities:
Performance Reporting & Analytics: Develop and maintain performance dashboards (Power BI, Tableau) to track KPIs, SLAs, and service efficiency.
Governance & Compliance: Ensure adherence to governance frameworks, conduct performance reviews, and resolve service-related issues in a structured manner.
Continuous Improvement: Identify service delivery gaps, optimize processes, and drive efficiency through Lean, Six Sigma, or Agile methodologies.
Stakeholder Management: Act as a key liaison between Shared Services teams and business stakeholders, ensuring data-driven decision-making and alignment with business needs.
Requirements:
Min 7years of experience in performance reporting, governance, and shared services management.
Expertise in data analytics, dashboards, and reporting tools (Power BI, Tableau, Excel, ServiceNow).
Strong understanding of SLAs, KPIs, ITIL frameworks, and service governance.
Analytical mindset with excellent problem-solving and decision-making skills.
Strong communication and stakeholder engagement skills
