About the Role

This role is reports to the Senior Manager – Service Management Office under Technology Governance. The successful incumbent will be responisible for performance management of all IT services provided to ensure BSP maximises business value from the use of information technology by translating operational service data into management-level insights, acting as the performance bridge between vendors, technical teams, and executive stakeholders and supporting continual service improvement (CSI).

Key Deliverables

• Define and establish the metrics for all current critical/major IT services and any new incoming service.
• Establish service delivery benchmarks and KPIs for monitoring and measuring the quality and efficiency of managed IT services.
• Evaluate service performance to identify potential bottlenecks and collaborate with respective vendors and technical teams to mitigate these before issues arise.
• Diagnose and understand the underlying drivers of service performance gaps and collaborate with required IT technical teams to implement corrective measures to improve performance.
• Track and trend issues escalated to vendor for resolution to eliminate recurring issues and/or drive reduction of service issues over a period of time.
• Proactively work with required vendors to assist the Problem Manager (SMO) to move aged/long outstanding problems to resolution.
• Identify strengths and weaknesses in IT support provided by technical teams (impact on service performance) and collaborate with respective team management to implement corrective actions where there are gaps.
• Track and trend critical IT services performance over time and provide monthly performance statistics report to the GCIO, Technology Heads, management team and required vendors providing managed services.
• Benchmark IT services performance against industry peers to drive continuous improvement of services provided.

Essential Qualifications, Professional/Skills and Experience:

• Teritatiary qualification in Information Technology Foundation ITIL certificate.
• At least 3 years of experience in a range of business and technical teams, within a large and dispersed IT organization.
• Leadership and management experience in working with multiple teams/managers to achieve targeted objectives.
• Sound understanding of the BSP IT landscape and service delivery channels.
• Data Visualization (Working knowledge of Data Management and Analytical Modelling) Vendor Management (Working knowledge of Client Relations and Service Management) Working knowledge of IT industry practices and IT Service Management (ITSM) principle.

Applications are to be addressed to the Senior Manager Talent Sourcing & Attraction and submitted via email to [email protected].