Responsible for developing the overall IT Performance consisting of process, governance, and tool frameworks.
Design and implement performance management programs that align with the company's strategic goals.
Drives the maturity and roadmap for the IT Performance Management.
Lead the performance management process
Monitor and report on IT processes and their KPIs
Duties & Responsibilities
Develop metrics that align IT performance with business goals, ensuring clear communication of performance impacts.
Analyse performance data to identify areas for improvement and make data-driven recommendations
Provide transparency & visibility of service level performance to the senior management team.
Supports the service management team's vision and process improvement efforts.
Define service level management and IT Performance monitoring framework.
Identify and implement process improvements within the IT department to streamline workflows and enhance performance outcomes.
Establish KPI metrics, benchmarks and promote a culture of Continual Service Improvement
Create detailed reports that outline performance metrics, findings, and recommendations. Present these reports to stakeholders and IT leadership on a regular basis.
Lead periodic performance review meetings to discuss ongoing issues, successes, and areas for improvement across IT Services.
Conduct training sessions and workshops for IT staff on performance management best practices, tools, and methodologies. Foster a culture of continuous improvement within the IT team.
Monitor IT function's performance across all KPIs dimensions and provide operational feedback to each function on a regular basis
Coordinate information gathering, data analysis and ensures timely submission of the Up-to-date statistics, KPI score cards, and required IT performance and management reports
Responsible for compiling departmental KPIs.
Experience
7+ years of relevant work experience
Work experience with ITSM tools
Proficiency with use of Remedy or ServiceNow ITSM
Strong analytical skills and experience with data analysis.
Excellent communication and collaboration skills.
Preferred
10+ years of professional hands-on experience in IT Performance management in a large environment
Proficiency with use of Remedy or ServiceNow ITSM
Strong analytical skills and experience with data analysis.
Work experience with various ITSM Process owners and technical teams including: Compute, Virtual Infrastructure, Unix/Linux, Storage, Network, security and Database throughout the development and operational lifecycle.
