The role of Global Service Performance Management Director is a senior leadership position that oversees the performance and stability of technology services across all IT functions. This includes establishing enterprise-wide frameworks, key performance indicators, service level agreements, and reporting structures to measure and drive technology outcomes for internal and external stakeholders.
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 SLA/OLA Governance & Reporting:
Defineand governglobaltechnologyKPIstoensuretheyreflectbothoperationalandbusinessoutcomes.OverseseeSL/A/OLAGovernancewithinternalITfunctionsandexternalpartnersensuringadherenceandestcalationmanagement Ownthedesignproduction&deliveryofgloballystabilityreportingpackforexecutive regulatoryandbusinessentityaudiences.Provideinsightdrivanalysisc commentarytoseniorleadershipontrendsrisksimprovementopportunitiestostrategicallydriveperformanceandexcellenceinallareasofday-to-dayoperationsandservicelevelagreements
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