IT Service Performance & Supplier Manager

Falcon Smart IT (FalconSmartIT); London; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading IT consulting company is seeking an IT Service Performance & Supplier Manager to oversee service governance and performance metrics management within the EBRD Ecosystem. This role involves chairing performance review meetings, establishing standards, and leveraging Service Now for accurate reporting. The ideal candidate will be skilled in IT governance and have a deep understanding of service accountability.

Qualifications

• Experience in IT service performance management.
• Ability to extract and analyze data from Service Now.

Responsibilities

• Govern and manage IT service performance across EBRD Ecosystem.
• Chair Service Review meetings and track performance metrics.
• Define and document service performance standards.

Skills

Service Now Reporting

IT Governance

Performance Management

Job description

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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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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