- Collate, analyze and provide input to guide ITO to optimal performance using trending, analysis and benchmarking capabilities
- Participate in the review of service performance at periodic service review meetings of ITO and IT Business
- Monitor trends in service levels and highlight concerns to be addressed by the ITO team and suppliers in the Continuous Service Improvement (CSI) plan.
- Collaborate with the SLA Manager to ensure valid changes in service level
- Generate and analyze performance reports and ensure the right insight and recommendations on underperforming services levels are brought to the fore.
- Participate in defining and maintaining quality measures to govern and control improvements in ITO SLA.
- Analyze, review and provide regular independent reports on service performance and achievement to EMTS upon request
- Participate in the review of third party underpinning agreements, SLA and OLA targets and metrics where necessary
- Identify, define, and implements CSIs and Collate feedback (improvement initiatives or issues) across all stakeholder groups accordingly
Min Required Experience: Not Specified
Min Qualification: Bachelor's Degree/HND
Desired Courses: Not Specified
- First degree or equivalent in a relevant discipline
- ITIL Foundation Certification is highly required.
- Minimum of two (2) years relevant work experience
- Strong analytical and problem-solving skills
- Proficient in the use of Microsoft Office Suite as well as a good knowledge about reporting tools especially using Microsoft Excel. Basic knowledge of HP BTO is an advantage.
- Ability to visualize or decipher patterns in trend and provide insightful feedback to support business decisions.
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