Job Description

Job Title:
Performance Manager
:
The Performance Manager is responsible for the performance of the services by Service Provider/s. A functional subject matter expert, as well as an expert in the analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLAs), and proactively manage goal delivery in alignment with the performance expectations of the organization. The Performance Manager utilizes operational performance data to characterize opportunities for improvement, and works in partnership with senior leaders and operational groups to drive process optimization and efficiency. The Performance Manager has responsibility for day to day analysis and reporting of all service metrics.
This role will interact closely with the ITSM Governance peers (Contract, Financial, Service Owners) and Service Delivery Managers.
Primary Responsibilities:

• Establish metric/performance reporting approach; track Service Provider performance and ensure business viability of service levels. Add, change or delete existing service levels to maintain alignment with the stakeholder and business needs. Work with Procurement and the Contract Manager to define and implement service level reporting for new Contracts or Statements of Work
• Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Levels
• Act as point of escalation for any service level related issues that arise at the service delivery level
• Interface with Financial Management to analyze performance outcomes for Performance Credits/Earn-backs
• Participate in annual continuous improvement process and assist in benchmarking service levels
• Provide early warning regarding degrading or missed service levels
• Conducts ongoing vendor performance monitoring and management. Carries out period-on-period analysis of service delivery on all three dimensions: cost, quality and time in order to assist with future sourcing strategies, capability estimation and financial planning and management
• Prepares presentations for the monthly management committee and other executive leadership groups
• Works with transition team post implementation to identify process improvement opportunities and track results
• Maintains database of outsourcing initiatives, including project financials, performance metrics
• Interface with periodic customer satisfaction survey process, including follow up and remedial action plans
• Interface with Financial Management to analyze performance outcomes for Performance Credits/Earn-backs
• Assist the Service Delivery Managers by working with Service Provider regarding service delivery changes, problems and recovery efforts
• Develops and distributes written communications as needed to the Service Provider
• Reviews and monitors quality of Service Provider problems, change management processes, and escalation procedures
• Is the Client expert for problem and incident management reporting, trend analysis and statistics
• Is the Client expert for release and change manage approvals, reporting, statistics and issue management
• Is the key services escalation point for both the Client and the Service Provider

Key performance metrics for this role:

• Timeliness and accuracy of reporting on KPIs, trend analysis, etc. for governance meetings and functional area/enterprise analysis

Required skills and experience:

• Bachelors degree required (preference for quantitative majors: Economics, Business Statistics, Engineering, and QA/QC) with 6 years of relevant experience. MS/MBA candidates with 3 years relevant experience, or equivalent experience preferred.
• Expert knowledge of pertinent statistical analysis and measurement techniques (including possibly ITIL, CMMi, or others relevant for the services), including the statistical process control approach used in Six Sigma.
• Strong analytical ability Excel, PowerPoint required, PowerBI preferred
• Track record of preparing and presenting key messages to senior leaders
• Detailed knowledge of performance measures and the impact on organizational performance
• Detailed understanding and business knowledge of all in scope towers preferred
• Problem determination and root cause analysis
• Project Management and Negotiation skills
• ServiceNow/ Jira/ Remedy
• Performance Management
• Performance analytics within ServiceNow
• Work exp with a Service provider
• Data Analytics
• Databricks

Skills Required