Job Purpose
The ITC Performance Lead drives operational excellence and strategic alignment across all IT&C teams. This role is dedicated to the analysis, reporting, and enhancement of performance and productivity across all facets of the IT&C activity set, encompassing service delivery, project execution, cyber security operations, and risk management. The position will be responsible for developing appropriate KPIs within a robust performance management framework to produce detailed insights and actionable recommendations. This shall ensure the IT&C department not only meets its current operational targets but is also well-prepared for future challenges and opportunities.
Key Responsibilities
- Performance Monitoring and Reporting: Develop comprehensive metrics and dashboards to track IT&C services' efficiency and project delivery effectiveness Utilize performance data to guide strategic planning and operational improvements
- Continuous Improvement Initiatives: Identify KPI inefficiencies and lead the development of process improvement projects Work closely with cross-functional teams to secure diverse insights and support collaborative problem-solving efforts
- Strategic Planning Support: Contribute data-driven insights to the strategic planning and budgeting process, aiding in the development of the annual "Work Program & Budget" Ensure initiatives are aligned with the organizational objectives and the strategic direction of IT&C
- Vendor and Service Provider Assessment: Evaluate the performance of vendors and external service providers to ensure they meet IT&C's quality standards and SLAs
- Innovation and Best Practices Adoption: Facilitate the adoption of collaborative tools and platforms, organize continuous training sessions, and manage a shared knowledge management system for best practices and lessons learned
- Performance Measurement and Review: Implement and oversee a unified performance measurement system focused on collective achievements Regularly review team performance to identify areas for collaborative improvement
- Training and Skill Development: Coordinate joint training and development sessions to promote cross-functional learning and give team members exposure to different aspects of the service delivery ecosystem
- Feedback Mechanism and Continuous Learning: Establish a feedback system and organize cross-team knowledge-sharing sessions to foster a culture of continuous improvement and learning
- Audits and Compliance: Conduct regular audits with all ITC teams to ensure adherence to standards and collaborative problem-solving to address identified gaps
Requirements
- Bachelor’s or master’s degree in information technology, Computer Science, or a related field or equivalent experience
- Experience in IT service management and performance analysis
- Certifications in ITIL or equivalent are highly regarded
- Strong analytical and data interpretation skills
- Familiarity with reporting & dashboard applications such as MS Planner, MS Project, DevOps, PowerBI & SmartSheets
- Excellent communication and leadership capabilities
- Knowledge of IT infrastructure technologies and services
- Strategic mindset and process-driven with attention to detail
Rotation
5/2
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.