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EUS Governance & Performance Manager
EUS Governance & Performance Manager
Alliance for Recruitment
EUS Governance & Performance Manager

EUS Governance & Performance ManagerAlliance for Recruitment

Job description

Key purpose statement
The EUS Governance & Performance manager is accountable for the overall governance of the end-user services including driving improvement plans with our strategic partners and BMI stakeholders. As such the Governance & Performance offering includes:

  • Own the end-to-end IT Customer Satisfaction process
  • Accountable for driving the CSIs with the strategic partners
  • Work with the regional business units to document and drive improvements
  • Chair the IT Service performance meetings
  • Drive improvements in the IT tools for a better customer experience
  • Management & Executive level reporting
  • Review and amend ITIL process documents
  • Organize and chair meetings with the IT Leadership team and Regional IT.
  • Automate reporting of IT stats and performance charts
  • Prepare exec-level presentations
  • Perform regular audits on the daily operational tasks and provide reports.

Responsibilities:

  • Ensure that the above-mentioned workplace services offering is defined in a robust way to meet current and future service demand
  • Guide local Workplace services operations through policies, procedures, and best practices to ensure that all workplace services are managed in a coherent and cost-effective manner, maximizing leverage of common suppliers and equipment 
  • Prevent the proliferation of different solutions fulfilling the same services
  • Ensure that Workplace suppliers are monitored in comparable ways 
  • Ensure alignment with Vendor Management on setting Workplace supplier evaluation criteria and takes part in the Supplier evaluation process
  • Proactively drives the sharing of best practices and learning in the area of Service Ownership (and associated 3rd party delivery) across the global IT organization
  • Proactively seeks commercial opportunities for improving the quality of delivery within the organization and 3rd party suppliers
  • Participates in appropriate governance forums to drive service improvement and effectively manage vendor performance
  • Collaborate cross-functionally to design improved standardized infrastructure and operations support processes in conjunction with IT outsource partners, in-house IT services, and internal stakeholders.

Requirements

Knowledge & Experience Required:

  • Degree level educated in a relevant subject area
  • Extensive experience and proven track record in End User Computing and Service Management roles
  • Strong knowledge of IT Workplace control processes, policies, and technologies
  • Experience in working in a multi-vendor IT sourcing environment
  • Good Reporting skills
  • ServiceNow Knowledge
  • Cross-functional and cross-regional IT operations experience.
  • Cultural awareness across global business units.
  • Demonstrable knowledge of Enterprise level Microsoft, Google, and other User Productivity tools, for both on-premise or cloud-based technologies and architectures
  • Experience working with End User Computing service providers

Roles, Skills & Attributes Required:

  • Demonstrates the values: Integrity, Teamwork, Respect, and professionalism, and effectively role model these for the team and across the organization
  • Ability to build strong relationships at senior levels in the business both vertically and laterally and to influence and be persuasive at all levels.
  • Exceptional interpersonal, collaboration, and communication skills
  • Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion
  • Ability to work under pressure and identify and prioritize key issues in a fast-changing environment.
  • Highly developed Business and commercial acumen
  • Leads the focus on quality and attention to detail
  • Strong system aptitude/affinity with technology
  • Good command of written/verbal business English

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