Job Description

Detailed JD:IT Service Performance (ITSP) Consultant

• Strong IT Service Management (ITSM) knowledge
• Ability to represent a story of the KPIs that contribute to IT Resilience
• Represent the data and insights in a meaningful executive summary

• Support IT Service Performance Monthly Review

• Partner with IT functional teams to collate data/content and build the storyline for the right decisions & actions from IT Leadership Team (ITLT).
• Collaborate with IT functional teams to identify the operational topics to bring to ITSP reviews
• Understand the proposed topic and challenge the IT functional teams on the data/content and expected support from ITLT
• Partner with ITSP process owners to bring the relevant data & content for the chosen topic from IT functional teams
• Bring ideas to represent the data/content visually for the senior audience consumption
• Participate in internal reviews with Client Director and VP on final content and revise based on feedback
• Drive IT Service Performance Initiatives

• Work closely with Client ITSP lead manager on planning and landing ITSP initiatives
• Initiatives could be around resilience improvements, IT Service Management/Service Delivery processes, or IT Service Performance Culture
• Bring industry views and outside in on IT Service Performance management / Culture and suggest client for adoption
• Skills / Capabilities Needed

• Very good in preparing presentations (PPT skills) for a senior executive audience
• Very good in storytelling, articulation & problem-solving techniques
• Very good in communication, collaboration, and interpersonal skills
• Able to manage time well and deliver quality content for internal reviews and final sessions
• Appreciation of IT Service Performance Management Processes, Service Delivery (ITIL Service Value Chain)
• Good understanding of Power BI Reporting Technology
• Quick learning on BER (Business Excellence Reporting) tool used for metric management

Ciel HR