Data Science & Performance Analytics Lead — IT Insights

International SOS; Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Job summary

International SOS is seeking a Data Science & Performance Analytics Lead in Kuala Lumpur to transform IT service data into actionable insights and predictive intelligence. The role drives a data-driven performance management capability, improving service stability, user experience, and operational efficiency across a multi-vendor IT landscape.

You will establish KPI frameworks, build cross-functional dashboards, and guide leaders with clear insights.

Qualifications

• 8–12 years of enterprise data analytics, data science, or IT performance.

Responsibilities

• Own framework: Set up and manage KPIs, SLAs, and experience metrics (XLAs).
• Build dashboards: Track incident, change, service uptime, and CSAT in one place.
• Guide leaders: Give IT and business stakeholders clear, useful insights.
• Spot trends: Read operational data to find root causes and early risk signs.
• Forecast demand: Use predictive models and AI to guess ticket volumes and outages.
• Flag risks: Catch high-risk changes before they break services.
• Unify data: Build a single source of truth across ITSM teams.
• Govern quality: Work with CMDB teams to keep reporting data clean and consistent.
• Track vendors: Score suppliers on SLAs, service quality, and contract targets.
• Automate reports: Move to auto-reporting using ServiceNow, Power BI, and AIOps tools.
• Drive improvement: Use trend benchmarks to cut waste and build a data-first culture.

Skills

Data analytics

Performance management

ITIL processes

Data visualization

Forecasting

Trend analysis

ML basics

Communication skills

Stakeholder management

Education

Bachelor's in Data Science / CS / IS

Certifications in Data Science / AI / ML

ITIL Foundation

Data Governance / Data Management / Data Quality

Tools

Power BI

Tableau

ServiceNow reporting

Job description

International SOS is seeking a Data Science & Performance Analytics Lead in Kuala Lumpur to transform IT service data into actionable insights and predictive intelligence. The role drives a data-driven performance management capability, improving service stability, user experience, and operational efficiency across a multi-vendor IT landscape.

You will establish KPI frameworks, build cross-functional dashboards, and guide leaders with clear insights.