Key Accountabilities:
- Conduct regular analysis of key ITSM performance metrics to track and report on team and service performance.
- Identify trends and anomalies in ticket data to inform improvements in service delivery.
- Analyse patterns in incidents and service requests to identify common challenges.
- Recommend automation or process enhancements to streamline operations and improve response times.
- Monitor ticket volumes and resolution times to identify areas requiring attention or improvement.
- Produce regular reports on SLA performance and service availability to inform management and stakeholders.
- Collaborate with operational leads to ensure that the team adheres to SLA compliance metrics.
- Develop strategies to maintain or exceed SLA standards across all service areas.
- Create and maintain dashboards for real-time monitoring of IT services, providing actionable insights to IT management and operational leads.
Key duties:
- Prepare detailed reports and presentations for IT leadership, highlighting performance metrics, achievements, and areas for improvement.
- Continuously seek opportunities to improve ITSM processes and practices
- Work closely with the IT support teams, operational leads, and other departments to facilitate effective service management practices
- Actively share knowledge and best practices with team members to foster professional growth within the unit
- Conduct periodic audits of ITSM reports and dashboards to ensure accuracy and reliability of information.
- Implement quality assurance standards for reporting and analytics functions
- From time to time, may be required to work extended hours to achieve immediate business driven results
