IT Service Performance & Supplier Manager

FalconSmartIT; London; On-site; GBP 50,000 - 85,000; Full time

Job summary

A leading IT services company is seeking an IT Service Performance & Supplier Manager to oversee governance and performance management across various IT services. The role includes defining metrics, conducting service reviews, and ensuring compliance with performance standards. Ideal candidates will have strong experience in IT service management and governance.

Qualifications

• Experience in IT service performance governance and management.
• Familiarity with SLAs, KPIs, and performance metrics.
• Strong analytical skills with ServiceNow reporting expertise.

Responsibilities

• Manage IT Service Performance governance across suppliers and internal teams.
• Define and track key performance indicators for IT services.
• Establish reporting and standard reports for service reviews.

Skills

Governance

IT Service Management

Performance Metrics

ServiceNow Reporting

Job description

Job Title: IT Service Performance & Supplier Manager

Location: London, UK

Job Type: Permanent

Responsibilities:

• Provide SME on governance, assurance, and management of IT Service Performance across EBRD Ecosystem (internal IT support teams/Suppliers/Vendors).
• Define, document, and integrate service performance & governance standards across EBRD Ecosystem.
• Chair 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.
• Manage activities & maintain key auditable artefacts as evidence for Internal Audit investigations on Supplier Governance.
• Define key performance indicators and metrics to measure & track IT service performance across the Ecosystem.
• Establish reporting requirements & create standard reports for service review meetings and balanced scorecards.
• Utilize ServiceNow reporting skills to extract, analyze, and summarize service performance data in reports/scorecards.

Additional Details:

Location: London, UK

EU work permit required: Yes

Job Reference: f574010ff5a4

Job Views: 4

Posted: 02.06.2025

Expiry Date: 17.07.2025