service delivery metrics analyst in mumbai

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job details

mumbai, maharashtra
job category
Information Technology
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job description

?Key Accountabilities :
Works closely with the Digital Function to define measurable requirements of any proposed new service and changes to existing services, defining the proper metrics and KPIs in evaluating service delivery quality and performance levels.
Creates and maintains a catalog of existing service delivery offers.
Analyzes, reviews and measures service level performance against defined service level agreements. Assists in the creation and management of action plans for at-risk areas.
Produces regular dashboards and reports on service performance and achievement to stakeholders.
Organizes and maintains the service level review process with Digital Leadership. Initiates actions, whether external or internal, and manages progress required to maintain or improve service levels.
Acts as a change agent to implement and manage quality improvement processes in service delivery management.
Continually seeks optimal value assessments for strategic vendors and providers.
Analyzes and identifies trends in service delivery metrics.
Monitors contract budget performance and reviews vendor charges, identifying variances and recommending corrective actions.

?Its an french based Product co

Client Introduction
?Its a product co


?Quality Assurance,Metrics


?Key competencies requirement (MUST HAVE)
(Functional) Knowledge of service delivery and performance management, contractual management and SLAs, quality improvement and correction action processes, reporting and analysis.
(Managerial) Engagement of multiple (matrix) teams in multiple locations.
(Leadership) Methodology and Quality Assurance implementation and execution