Job title: Analyst, Delivery & Performance Management

Application Deadeline: Friday, February 20, 2015

Location: Lagos

ROLES AND RESPONSIBILITIES

a. Collate, analyze and provide input to governance of Service Transition processes
b. Collate, analyze and provide input to guide IT to optimal performance using
trending, analysis and benchmarking capabilities
c. Participate in review performance at periodic service review meetings of the ITO
and other IT Suppliers
d. Monitor trends in service levels and highlight concerns to be addressed by the
ITO and other IT suppliers in the CSI plan.
e. Work with BRM to ensure valid changes in service level expectations identified
are captured and addressed during the service lifecycle and document the
associated business benefits or improvements from the changes made.
f. Review and analyze performance reports and ensure the right insight and
recommendations on underperforming services levels are brought to the fore.
g. Participate in defining and maintaining quality measures to govern and control
improvements in IT service delivery.
h. Review service metrics (KPIs) that identify the success of the services being
utilized to recommend and assist in coordination of the implementation of
changes to IT Performance measures to improve quality.
i. Analyze, review and provide regular independent reports on service performance
and achievement.
j. Participate in the review of third party underpinning agreements, SLA and OLA
targets and metrics where necessary
k. Identify, define, and implements CSIs and Collate feedback (improvement
initiatives or issues) across all work streams and update CSI Register accordingly
l. Ensure that CSAT (Customer Satisfaction Survey) is reviewed to determine areas
for improvement.
m. Ensure the improvement initiatives drawn in IT are centrally collated and
controlled via the CSI Register.
n. Assist with driving of post implementation reviews on implemented CSIs till
closure.
o. Assist in maintaining interfaces with Business, IT, Contract Management etc

EDUCATION AND EXPERIENCE
First degree or equivalent in a relevant discipline
ITIL Foundation Certification is highly required.
Minimum of two (2) years relevant work experience
Strong analytical and problem solving skills
Proficient in the use of MS Office Suite as well as a good knowledge about reporting tools.
Basic knowledge of HP BTO is an advantage.
Ability to visualize or decipher patterns in trend and provide insightful feedback to
support business decisions.
Knowledge
IT Governance
Demand and Supply Management
Customer/Business Relationship Management
ITIL Service Transition, Operation and CSI
System Analysis and Design

Skills:
Effective Communication
Change Management
Personal Effectiveness
Strong Customer Advocate.
Interested QUALIFIED candidates should send their resumes to contact@gvapartners.com and recruitment@gvapartners.com with the job title "Analyst, Delivery & Performance Management" used as the subject of the mail.