Job Description
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
