Job Summary
Responsible for developing technology performance measurement frameworks, governing KPIs, monitoring and improving technology performance, conducting benchmarking analysis, identifying negative trends and operational issues, and providing actionable recommendations. The role is responsible for delivering accurate performance reports with valuable analysis & insights while driving continuous improvement initiatives to enhance service quality, operational efficiency, and digital product performance.
Key Responsibilities
- Develop, maintain, and govern the Technology KPI Framework, including defining, reviewing, and optimizing KPIs aligned with strategic objectives.
- Monitor and analyze the performance of technology requests, systems, products, and operations to identify gaps, trends, risks, and improvement opportunities.
- Conduct benchmarking studies against industry standards and best practices to evaluate performance maturity.
- Prepare periodic performance reports, scorecards, and executive dashboards to support management decision-making and provide actionable insights and recommendations.
- Ensure KPI governance, data quality, reporting consistency, and accuracy across all performance reporting activities.
- Drive continuous improvement initiatives to enhance technology performance, product quality, and operational efficiency.
- Identify and implement automation and AI-driven solutions to enhance performance monitoring, support continuous improvement initiatives, improve reporting accuracy, generate predictive insights, and strengthen decision-making processes.
- Identify & design centralized technology performance dashboards that consolidate all technology metrics into a single source of truth.
Requirements
Education
- Bachelor's degree in Information Technology, Computer Science, Information System or a related field.
Certifications
- ITIL v4 Foundation.
- Lean Six Sigma.
- Data Analytics Certifications.
- Certified KPI Professional, preferred.
- Certified KPI Practitioner, preferred.
Experience
- 3–4 years of experience in Technology Performance, KPI Governance, Reporting and Analytics.
Skills
- KPI Framework Development & Governance
- Benchmarking & Industry Analysis
- Data Analysis & Reporting
- Performance Assurance & Quality Control
- Performance Monitoring & Trend Analysis
- Continuous Improvement Methodologies
- Process Automation & Workflow Optimization
- AI Tools Adoption & AI-driven Analytics
- Predictive Analytics & Insight Generation
