It Service Performance & Supplier Manager

Falconsmartit; Greater London; Presencial; GBP 65.000 - 90.000; Jornada completa

Descripción de la vacante

Falconsmartit in London, UK seeks an IT Service Performance & Supplier Manager to govern IT service performance across the organisation and its suppliers. The role chairs service review meetings, defines governance standards, and ensures alignment with audits and IT controls.

The candidate will develop reporting packs and scorecards, defining KPI/KRI requirements and providing SME guidance for measurement across the ecosystem. This is a permanent role based in London.

Formación

• Experience defining and governing IT service performance across complex ecosystems.
• Proven ability to chair service review meetings and governance forums.
• Ability to define, document and integrate service performance standards.
• Experience with IT controls, KPIs, KRIs and audit artefacts.
• Ability to design standard reporting packs and balanced scorecards.

Responsabilidades

• Chair service review meetings with in-house teams and suppliers to track performance against SLAs and KPIs.
• Define, document and implement governance standards for IT service performance across the ecosystem.
• Develop and maintain auditable artefacts for internal audits related to supplier governance.
• Define reporting requirements and create standard reports for service performance oversight.
• Assist in designing reporting packs and balanced scorecards for executive review.
• Provide SME input on KPI definitions and measurement across the ecosystem.

Conocimientos

Service governance

SLA management

KPI management

Reporting development

Stakeholder liaison

Herramientas

ServiceNow

Descripción del empleo

Job Title: IT Service Performance & Supplier Manager

Location: London, UK

Job Type: Permanent

• Provides SME on the governance, assurance and management of IT Service Performance across EBRD Ecosystem (internal IT support teams/Suppliers/Vendors)
• Accountable for defining, documenting and integrating service performance & governance standards across EBRD Ecosystem
• Responsible for chairing Service Review meetings, Service Performance & Governance forums with in-house IT support teams & Suppliers to track achievement against performance metrics such as SLAs, KPIs, KRIs, IT Controls etc.
• Accountable for managing related activities & maintaining key auditable artefacts as evidence gathering in an Internal Audit investigation on Supplier Governance
• Provides SME in defining key performance indicators and metrics to help ensure EBRD is measuring & tracking IT service performance across the Ecosystem
• Provides SME in defining reporting requirements & establishing a standard way of reporting to help EBRD accurately measure IT service across ecosystem, incl. designing a standard report pack for service review meetings and balanced score cards
• Service Now Reporting Skills with ability to extract data from Service Now, analyse and summarise service performance overview in report/ scorecard