Key Responsibilities:

• Develop and manage performance reports for shared services functions, ensuring data accuracy.
• Track and analyze KPIs and SLAs, providing insights for improvement.
• Support governance management, ensuring adherence to frameworks and issue resolution.
• Assist in driving continuous improvement by identifying gaps and optimizing service delivery.
• Collaborate with business units to enhance service quality and efficiency.
• Maintain an updated service catalog and support new service introductions.
• Work with data analytics tools (Power BI, Tableau, ServiceNow) to create reports and dashboards.

Requirements:

• 3+ years of experience in performance reporting, governance, or shared services.
• Strong knowledge of KPIs, SLAs, ITIL frameworks, and service management standards.
• Proficiency in data analysis and visualization tools (Excel, Power BI, Tableau).
• Strong problem-solving, stakeholder management, and communication skills.
• Experience in process improvement methodologies (Lean, Six Sigma) is a plus.