Job Description

This role is pivotal in driving operational excellence, ensuring service level commitments are met, and delivering actionable insights through data-driven reporting and effective stakeholder engagement.

SLA Management & Service Reporting

• Lead the governance of Service Level Agreements (SLAs), including performance tracking, reporting, and escalation management.
• Conduct root cause analysis (RCA) and implement remediation plans for missed SLAs.
• Ensure timely and accurate reporting to internal and external stakeholders, with a focus on transparency and continuous improvement.

Stakeholder Engagement & Communication

• Collaborate closely with function leads and team leads to resolve incidents, manage escalations, and improve service outcomes.
• Facilitate regular performance review meetings and communicate SLA results effectively to stakeholders.

Data-Driven Performance Improvement

• Analyze service performance data to identify trends, inefficiencies, and opportunities for improvement.
• Propose and drive initiatives that enhance operational efficiency, productivity, and customer satisfaction.
• Translate complex data into clear, impactful presentations and reports to support decision-making.

Financial & Operational Analysis

• Support financial performance tracking and analysis related to service delivery.
• Conduct ad-hoc analysis to support strategic planning and management decisions.

Reporting & Presentation Excellence

• Develop and maintain dashboards, scorecards, and executive-level reports.
• Present insights and recommendations in a clear, compelling manner tailored to diverse audiences.

Job Requirements