Job Description:

An expert in the analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLA's), and proactively manage goal delivery in alignment with the performance expectations of the organization. The Performance Manager utilizes operational performance data to characterize opportunities for improvement, and works in partnership with senior leaders and operational groups to drive process optimization and efficiency. The Performance Manager has responsibility for day to day analysis and reporting of all service metrics.
 
 What we look for

• This role will interact closely with the Governance Service Owners, the Service Delivery Manager, the Contract Manager and Financial Analyst.

• Bachelor's degree preferred (preference for quantitative majors: Economics, Business Statistics, Engineering, and QA/QC) with 6 years of relevant experience. MS/MBA candidates with 3 years relevant experience, or equivalent experience

• Expert knowledge of pertinent statistical analysis and measurement techniques (including possibly ITIL, CMMi, or others relevant for the services), including the statistical process control approach used in Six Sigma.

• Strong analytical ability – ServiceNow Excel required and PowerBI desired.

• Track record of preparing and presenting key messages to senior leaders

How you will do it
Detailed knowledge of performance measures and the impact on organizational performance

• Detailed understanding and business knowledge of all in scope towers

• Problem determination and root cause analysis expert

• Project Management and Negotiation skills