Specialist Service & Performance Management

Omya Group; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Omya Malaysia seeks a Specialist for Service & Performance Management to drive governance, KPIs, and reporting across OS&S. The role focuses on monitoring performance, delivering actionable insights, and supporting continuous improvement initiatives.

You will collaborate with service lines, assist in planning and budgeting, and help embed risk management practices while communicating results to stakeholders.

Qualifications

• University degree in business management, administration, economics or related field.
• Minimum 3 years in service management and KPI reporting.
• Ability to monitor service performance and present data-driven insights.

Responsibilities

• Define and monitor service performance via KPIs and reporting standards.
• Collaborate with service lines to ensure alignment with objectives and compliance.
• Utilize analytics to identify improvements and provide actionable recommendations.
• Prepare management reports with data-driven insights for OS&S leadership.
• Support planning, budgeting and resource allocation activities.
• Assist in risk identification, mitigation and embedded risk practices.

Skills

Service management

KPI reporting

Data analytics

Stakeholder communication

Risk management

Education

Bachelor's degree in business

Tools

ServiceNow

SAP Analytics Cloud

Job description

## Specialist Service & Performance ManagementApplylocations: Kuala Lumpurtime type: Full timeposted on: Posted Todayjob requisition id: JR018080**Service management*** Assist in implementing service management practices, governance frameworks, and operating models for OS&S to ensure consistent and efficient service delivery**KPI and reporting support*** Collaborate with service lines to define key performance indicators (KPIs) and reporting standards, ensuring alignment with business objectives and compliance requirements* Ensure that KPIs, trends and analysis are presented in a way that enables effective decision-making and strategic steering**Performance monitoring*** Utilize digital tools and analytics to monitor service performance, identify areas for improvement, and provide actionable insights to stakeholders* Prepare and deliver regular management reports to provide OS&S leadership with clear, data-driven insights on service performance**Continuous improvement initiatives*** Contribute to continuous improvement initiatives aimed at enhancing service reliability, efficiency, and customer satisfaction* Prepare concise, actionable reports for top management, highlighting areas of achievement and opportunities for improvement, and proactively recommend actions based on data findings**Planning and budgeting*** Assist in the planning and budgeting process to support accurate forecasting resource allocation, and financial management**Risk management*** Support risk management activities by identifying potential risks, developing mitigation strategies, and ensuring that risk management practices are embedded in service operations**Education*** University degree in Business Management, Business Administration, Economics, or any other related field**Experience*** Minimum of 3 years of relevant working experience in service management and KPI reporting**Knowledge and skills*** Understanding of service management principles and best practices* Ability to monitor and analyze service performance metrics* Familiarity with ticketing and reporting systems (e.g., ServiceNow, SAP Analytics Cloud)* Experience supporting process improvements and workflow enhancements* Knowledge of compliance and service quality standards* Ability to communicate findings and recommendations to various stakeholders* Customer orientation and problem-solving mindset* Exposure to continuous improvement tools or methodologies (e.g., Lean, Agile)**Other requirements*** Excellent command of both oral and written English are required* Good command of both oral and written additional language is beneficial* Willingness to travel up to 5%**POSITION SCOPE****Reporting Line(s)**Solid line(s) to: Head of customer service & performance management**Performance Measures*** SLA/OLA compliance rate* Customer satisfaction* Coverage of risk assessments* Quality and risk impact and likelihood assessment* Forecast accuracy over planning horizon**Working Relationships**Internal contacts:OS&S management teamDTXService Line leadsRegional leads### OmyaOmya is a leading global producer of industrial minerals and a worldwide distributor of specialty materials.Our company was founded 140 years ago and remains a privately-owned, independent company headquartered in Switzerland but with offices and plants in more than 50 countries.### Thinking of tomorrow. TogetherWhen you join Omya, you become part of a global team that uses its creativity, expertise and experience to make a difference to people's lives. Thinking of Tomorrow means focusing on the challenges of the future and how we can develop mineral products to solve them. This is a collaborative environment where people work towards common goals, with a common purpose### Making life better through our passion for minerals and chemistryOur purpose, combined with our values of **modesty, courtesy, integrity and perseverance**, is the foundation of our business. Our values are relevant to our lives, not just our work. All Omya employees, partners and suppliers are bound by a **Code of Conduct** which reflects our values and guides our behavior.