HCLTech is a global technology company, home to more than 220,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2024 totaled $13.8 billion.
Mode: Hybrid (2 days working from office)
Purpose of Job
The Senior Service Performance Analyst will lead the Service Performance function in SIAM team.
Provides Subject Matter Expertise on the governance, assurance and the management of IT Service Performance across the Ecosystem (internal IT support teams, Third Party Vendors and Suppliers/Partners), helping ensure they achieve their strategic goals, meet their contractual obligations and agreed service levels or performance targets and provide best in class service to and
Driving any underperformance or areas for improvement through Continual Service Improvement.
Accountable for defining, documenting and integrating service performance & governance standards across Ecosystem, which may include defining key performance indicators and metrics to help ensure measuring and tracking IT service performance across the Ecosystem in a standard, consistent manner that drives stability, quality, efficiency and effectiveness, in line with ITIL best practice.
The role entails chairing Service Review meetings, Service Performance & Governance forums and Continual Service Improvement meetings with in-house IT support teams, Suppliers or IT processes to
measure & track achievement against service performance metrics such as SLAs, KPIs, KRIs, IT Controls etc. to help ensure maintains the levels of service to our business and customers.
Working alongside the IT Service Reporting team, you will be responsible for defining the reporting requirements (ITSM reports and dashboards) to enable ecosystem to accurately report their IT service performance and SMEs to easily validate performance achievement.
Whilst the IT Service reporting team will support by providing underlying ITSM data and reporting, it is the responsibility of the Service Performance Analyst to produce their own material(s) for the service performance related meetings they chair, e.g., presentations, service review packs.
The prime responsibilities for this role are:
• Accountable for service performance governance, oversight and improvement of the Ecosystem to help ensure maintains the levels of service & achieves business outcomes.
• Accountable for ensuring a coordinated approach to managing the Ecosystem performance, through defining, documenting & integrating service performance & governance standards
• Provides subject matter expertise in IT service management, service performance and governance.
• Responsible for ensuring process & operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly
• Responsible for defining performance targets and metrics such as KPIs, SLAs, OLAs and KRIs, conducting regular reviews of performance levels & trends & provides intervention if any are at risk.
• Accountable for owning the service performance relationship with Supply Partners and creates a culture of sharing and learning across the Ecosystem (Internal IT teams and multiple suppliers)
• Accountable for defining & managing the on-boarding of supplier partners into enable relationship building & help foster a joined-up approach to customer first, service orientated culture.
• Responsible for chairing Service Reviews, Continual Service Improvement meetings & Service Performance & Governance forums with in-house IT support teams, SLT, Suppliers or IT processes to measure & track achievement against service performance metrics.
• Acts as an escalation for operational Ecosystem issues when normal escalation routes have been exhausted.
• Accountable for managing any Ecosystem underperformance or areas for improvement through Continual Service Improvement (CSI) procedures and managing through to remediation.
• Working with our commercial, technical, service & risk teams to identify omissions, errors or improvements in SLA, KPIs, OLA’s & Contracts for Supply Partners and Internal teams.
• Responsible for governing Continual Service Improvement (CSI) across Ecosystem, whilst promoting and embedding a CSI culture and operating model.
• Accountable for defining and establishing a standard reporting approach for Service performance management and for producing own report packs and materials for internal service review meetings
• Accountable for ensuring service performance reports are published and validated on time by Ecosystem in readiness for service reviews.