Description

You will manage IT service performance through data analysis, reporting, and process optimization.

Responsibilities

• Analyze ITSM performance metrics, ticket trends, and incident patterns to drive service delivery improvements.
• Monitor ticket volumes, resolution times, and SLA compliance to ensure service standards are met or exceeded.
• Create and maintain real-time dashboards and detailed reports for IT leadership and stakeholders.
• Recommend automation and process enhancements to streamline operations and reduce response times.
• Conduct periodic audits of reports and dashboards to ensure data accuracy and reliability.

Required Skills

• 5+ years of experience in IT service delivery or a related technical environment.
• Strong understanding of the ITIL framework and SLA management.
• Proficiency with ITSM software, ticketing systems, and dashboard creation tools.
• Proven ability to interpret complex data and translate it into actionable insights.
• Experience in resource planning and forecasting within an IT service delivery context.
• Basic to intermediate knowledge of the project management life cycle.
• Excellent written and verbal communication skills for producing concise reports and presentations.
• Strong analytical skills with high attention to detail.

Preferred Skills

• Certification in ITIL, Six Sigma, or related quality improvement methodologies.
• 2+ years of experience working within a Shared Services Centre operation.

Key Skills

Education

Any Graduate