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Company Info
Royal Mail - AMS

Company Profile

Service Performance Analyst

Posted by Royal Mail - AMS on 11.01.2013
Job ID: 360609
Location: Chesterfield, Derbyshire, United Kingdom
Job Category: I.T. & Communications
Salary: Annual
Job Views: 2791
Post Code:
Employment Type: Permanent
Posted: 11.01.2013

Job Description

Service Performance Analyst

Royal Mail Group is changing fast and you could be at the heart of that change. Our growing team of technology specialists is helping to build a new future for the business. The ambitions are considerable.

We're investing in technology to help our 159,000 people work more smartly. At the same time, we're developing innovative new products and services that will help secure our future.

As a Service Performance Analystyour skills and qualifications will ideally include:

  • Delivering key components for the service introduction processes
  • Accurate reporting of IT service performance levels
  • Responsible for identifying opportunities to improve the effectiveness and efficiency of the RMG IT services
  • Have strong analytical capabilities and excellent communication skills
  • Have experience in Service Management and Service Level Agreements
  • Must be able to work with the technical staff from the Suppliers on a day-day basis.

As a Service Performance Analystyour main responsibilities will involve:

The Service Performance Analyst analyses and reports on the performance of the IT services across the RMG. They gather input from a variety of sources, including the suppliers and the end-users, and consolidates the information to produce high-quality reports. The Service Performance Analyst enables the Service Delivery leadership team to review the performance of the IT services and make informed decisions.

  • Collect service performance data from the Suppliers
  • Analyse performance data to identify trends, underlying issues and services that are in need of improvement and propose appropriate remediation to the relevant Service Manager
  • Proactively search for opportunities to improve the effectiveness and efficiency of the RMG IT services
  • Present the performance management reports and dashboards in a format that provides insight and allows effective, informed management decision making
  • Inform the process and standard for defining and managing service level agreements between RMG and the suppliers
  • Assess the service monitoring capabilities of the Suppliers and highlight any deficiencies that may exist
  • Ensure that the Service Levels defined in the contracts are regularly reviewed and updated to encourage the desired behaviour from the Supplier community
  • Recommend when financial and other penalties (as defined in the contract) should be applied in the event of supplier under performance.

So if you're a talented technology professional who thrives on challenge, we invite you to apply to us

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