Provides SME on the governance, assurance and management of IT Service Performance across clients Ecosystem (internal IT support teams/Suppliers/Vendors)
Accountable for defining, documenting and integrating service performance & governance standards across clients 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 clients is measuring & tracking IT service performance across the Ecosystem
Provides SME in defining reporting requirements & establishing a standard way of reporting to help clients 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
