The Global Head of Service Performance Management provides enterprise-wide leadership and oversight across all IT functions to ensure the stability, availability, and performance of technology services.
This role establishes and governs the frameworks, KPIs, SLAs, and reporting structures that measure and drive technology outcomes for internal and external stakeholders.
The role is accountable for setting global standards, ensuring consistent adoption across regions and functions, and providing senior management and clients with transparent, trusted insights into service performance.
Key Responsibilities Strategic Leadership Define the global vision and operating model for Service Performance Management across all IT functions.
Drive alignment of service performance objectives with business priorities and client commitments.
Act as the owner for service assurance initiatives and performance improvement programs.
Service Performance Governance Establish and govern the enterprise-wide framework for service assurance and performance management.
Ensure consistent application of service performance practices across all IT functions, regions, and service domains.
Maintain ownership of the golden source of service performance data, including KPIs, SLAs, and scorecards.
KPIs, SLAs, and Reporting Define and govern global technology KPIs, ensuring they reflect both operational and business outcomes.
Oversee SLA/OLA governance with internal IT functions and external partners, ensuring adherence and escalation management.
Own the design, production, and delivery of global stability reporting packs for executive, regulatory, and business entity audiences.
Provide insight-driven analysis and commentary to senior leadership on trends, risks, and improvement opportunities.
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