Specialist, Service Performance

OBJECTIVE
The role is responsible for ensuring customer service excellence through the management of Service Performance Ratings and Service-Level Agreements (SLAs) in the shared services environment. Responsible for the monitoring, analysing, and optimising customer service performance metrics to drive efficiency and effectiveness for the shared service.

Service Performance Rating Management
Develop and implement processes for managing service performance ratings and customer satisfaction surveys within the shared services.
Monitor and analyse service performance ratings to identify trends, areas of improvement, and opportunities for enhancing customer service excellence.
Collaborate with cross-functional teams to address service performance issues and implement corrective actions as needed.

Customer Centricity
Define service level targets and performance metrics that are aligned with customer expectations and business objectives.
Collaborate with service teams to establish SLAs that reflect customer needs and preferences and ensuring that they are measurable and achievable.
Act as a champion for customer centricity within the organisation by advocating for service improvements that enhance the overall customer experience and satisfaction.

Business Improvement
Analyse service performance data and metrics to identify trends, areas for improvement, and opportunities to optimise efficiency.

Service-Level Agreement Compliance
Manage service-level agreements (SLAs) with internal and external stakeholders to ensure adherence to service performance standards and expectations.
Monitor SLA compliance and performance metrics, proactively identifying and addressing deviations or breaches.
Collaborate with stakeholders to negotiate SLAs and service improvement plans, as necessary.
Review and revise SLAs periodically to ensure alignment with business objectives.
Develop and implement SLA tracking mechanisms to monitor performance.
Provide recommendations for SLA improvements to enhance service delivery.
Ensure escalation mechanisms are effective.

Data Analysis and Reporting
Conduct data analysis and reporting on service performance metrics, including service uptime, availability, response times, and resolution times.
Generate regular reports and dashboards to communicate service performance trends, insights, and recommendations to key stakeholders.
Utilise data-driven insights to drive continuous improvement initiatives, enhance service effectiveness to drive decision-making and strategic planning.
Analyse service performance data to identify trends and patterns.
Utilise data visualisation techniques to present complex information effectively.
Collaborate with IT teams to automate data collection and reporting processes.
Conduct regular audits to ensure data accuracy and integrity.

Stakeholder Communication
Communicate effectively with internal and external stakeholders regarding service performance objectives, expectations, and outcomes.
Engage with stakeholders to gather feedback, address concerns, and identify opportunities for improving service delivery.
Foster positive relationships with stakeholders to ensure alignment and collaboration in achieving service performance goals.
Provide regular updates on SLA adherence and service improvement initiatives.
Facilitate meetings and discussions to gather feedback and address concerns.
Act as a liaison between different departments to streamline communication.
Deliver presentations to executive leadership on service performance metrics and initiatives.

Performance Evaluation
Evaluate the effectiveness of service performance management processes and initiatives, identifying areas for improvement and optimisation.
Implement performance evaluation mechanisms to assess the impact of service improvement efforts on customer satisfaction and operational efficiency.
Continuously monitor and adjust performance evaluation criteria and methodologies based on evolving business needs and industry standards.
Conduct regular performance reviews based on predefined metrics such as adherence to SLAs, quality of service, and responsiveness to issues.
Implement corrective actions for underperforming services and recognise high-performing services to drive continuous improvement.

Vendor Relationship Management
Cultivate strong relationships with key vendors to foster collaboration and alignment with SLAs, service performance requirements and organisational goals.

SKILLS AND ATTRIBUTES
Service Level Management - Agreeing targets for service levels and assessing, monitoring and managing the delivery of services against the targets.
Data and Analytics - Constructing appropriate analytics (through consultation with other departments as necessary) to measure service performance and customer satisfaction.
Strategic Reporting - Ability to collate information, analyse the data and develop reports that are used for information sharing, decision making, creating awareness, project updates and providing closure on projects/ programmes/ issues.
Services Knowledge - Understanding of all the company's service offerings and features.
Performance Management - Improving organisational performance by developing the performance of individuals and workgroups to meet agreed objectives with measurable results.
Digital Acumen - Monitoring of the effectiveness of technology within operations.
Analytics - Construct appropriate analytics to measure service performance and customer satisfaction.

EDUCATION & EXPERIENCE
Bachelor's/ Honours degree in business sciences, information technology, or related field.
Registration with relevant professional associations or bodies related to customer service or service management.
Project Management certifications preferred.
Certification in Service Management (e.g., ITIL Foundation, ITIL Practitioner) preferred.
5+ years experience in service performance management, SLA management, Customer Service or related field within the pharmaceutical or healthcare industry.
Proven track record of managing service performance metrics, SLAs, and customer satisfaction initiatives.
In-depth knowledge of service performance management principles, methodologies, and best practices.
Experience in monitoring, analysing, and optimising service performance metrics to drive efficiency and effectiveness.
Familiarity with knowledge management, change management, release management, incident management, and request management processes.