IT Performance Analytics Lead: Data Science

International SOS group; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

International SOS is seeking a Data Science & Performance Analytics Lead who transforms IT service data into actionable insights, predictive intelligence, and performance visibility to drive decision-making across the IT service landscape.

This role establishes a data-driven performance management capability, enabling proactive identification of risks, trends, and inefficiencies, while improving service stability and user experience across multi-vendor ITSM environments.

Qualifications

• Bachelor’s degree in data-related field.
• Certifications in data science/AI/ML desirable.
• ITIL Foundation desirable, with ITSM data knowledge.
• Data governance or data quality training advantageous.
• Strong foundations in statistics and data modelling.

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: Provide clear, useful insights to IT and business stakeholders.
• Spot Trends: Read operational data to identify root causes and early risk signs.
• Forecast Demand: Use predictive models and AI to estimate ticket volumes and outages.
• Flag Risks: Detect high-risk changes before they impact services.
• Unify Data: Create a single source of truth across ITSM teams.
• Govern Quality: Collaborate with CMDB to keep reporting data clean.
• Track Vendors: Score suppliers on SLAs and performance.
• Automate Reports: Move to auto-reporting via ServiceNow, Power BI, AIOps.
• Drive Improvement: Use benchmarks to reduce waste and foster a data-first culture.

Skills

Data analytics

Reporting

ITIL knowledge

Data visualization

Forecasting

Trend analysis

ML basics

Stakeholder management

Communication

Education

Bachelor's Degree in Data Science/Computer Science/Information Systems

Data Science / AI / ML certifications

ITIL Foundation

Tools

Power BI

Tableau

ServiceNow reporting

Job description

International SOS is seeking a Data Science & Performance Analytics Lead who transforms IT service data into actionable insights, predictive intelligence, and performance visibility to drive decision-making across the IT service landscape.

This role establishes a data-driven performance management capability, enabling proactive identification of risks, trends, and inefficiencies, while improving service stability and user experience across multi-vendor ITSM environments.