Is Business Service Performance Manager

Vor 7 Tagen

Zurich, Schweiz ABB Vollzeit

**IS Business Service Performance Manager**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
The IS (Information Systems) Business Service Performance Manager applies the End-to-End Performance Management framework to enable planning, control and review performance of IS Business Services (BS). They drive the definition, harmonization and standardization of Key Performance Indicators, ensure measurement of KPI’s and metrics and uses business insight to drive in-creased service efficiency and effectiveness across BS IS.

**This position reports to**:
Global IS Department Manager for Performance Management

**Your responsibilities**:

- Facilitate the governance of IS Business Service performance, establish service performance management cycle with regular reporting and follow up on the measurements with relevant stakeholders.
- Review data collection and provide input and requirements to Measurement & Reporting team for the visualization and automation required to support measurement.
- Development of data analysis reports for decision making, and proactively communicate data trends that may impact services, products, and processes.
- Collaborate with all key Business IS and IS Services stakeholders to ensure alignment of the various KPIs and other metrics and to ensure that the framework for performance management is aligned with both consumer and business interests.
- Define, monitor, and report Business Commitments and KPIs.
- Support IS Service Owner and IS Process Owners in the definition of KPIs to ensure Service Levels are in line with organizational objectives and priorities. Provide advice and guidance for effective use of KPIs and measures within the organization.

**Your background**:

- Above 5 years of relevant experience in IT with focus in Service Level Management (SLM) or above 5 years of experience in roles connected to performance measurement and reporting or above 5 years of solid experience working with analytical tools (e.g. Power BI, Tableau, etc.)
- Solid knowledge using the reporting capabilities into ServiceNow and automating data to visual reports.
- Comprehensive understanding of ITIL processes and Service Integration and Management (SIAM) concepts.
- Excellent analytical skills and a deep understanding of the overall context of business processes and IS technologies
- Excellent skills in data interpretation and translating business needs to visualized report
- Excellent interpersonal and communication skills
- Fluent spoken and written English

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