Requirements

Expected technologies

Microsoft Power BI

Our requirements

• BA/BSc - Business or Technology field, or related discipline, Bachelor's degree or equivalent experience in data analytics or service management.
• Proven years of progressive responsibility with quantifiable results in analytics, IT service level management, reporting and process improvement mindset.
• Strong analytical mindset with experience producing performance metrics, dashboards, and actionable insights in IT environments.
• Ability to analyse performance indicators including proactively escalating current/potential issue.
• Experience working with both structured and unstructured data.
• Experience working with a global team, and in a matrixed IT organization essential.
• Familiarity with ITSM tool such as Service Now and reporting tools like Power BI etc.
• ITIL certification and/ or relevant practical experience.
• Exposure to contract administration or vendor management processes is a strong plus.

Your responsibilities

1. SLA Governance

Own end-to-end CPI/KPI/XLA monitoring and lifecycle management. Continuously review MANAGED SERVICE PARTNER performance against defined service levels. Ensure accurate tracking of breaches, trends, and performance exceptions. Conduct monthly and quarterly service performance reviews. Maintain clear and up-to-date SLA documentation and performance dashboards. Continuously mature reporting on SLAs in terms of definition & measurement methods Oversee and coordinate implementation of new XLA’s

2. Service Credit Management & SLA Enforcement

Calculate and track SLA breaches for service credit eligibility. Work with MANAGED SERVICE PARTNERs to validate breach data and apply credits appropriately. Maintain a breach log and credit tracking register. Ensure transparency in credit reporting and budgetary impact to the business. Drive accountability for missed service levels and repeated issues.

3. Reporting & Data Analysis

Develop and distribute high-quality performance reports and dashboards. Analyze service performance data to highlight trends, risks, and improvement areas.

Automate reporting processes using tools such as Excel, Power BI, or ServiceNow etc.

Support root cause analysis and post-breach reviews.

4. IT Stakeholder management & contract administration support

Act as the primary contact for service level performance issues and escalations. Provide timely communication on SLA breaches and risks to stakeholders. Facilitate and support service level management forums and review boards. Collaborate with internal IT and business units to provide performance visibility. Support contract-related administrative tasks such as maintaining service documentation, invoice verification, and tracking key contract deliverables. Assist in ensuring service delivery aligns with contract terms through structured documentation and tracking practices.