Job Information
WTW Cloud Service Management Analyst (Rotating Shift) in Taguig, Philippines
The Role
Reporting to the Cloud Service Manager, you will be overseeing and enhancing our service delivery processes to meet and exceed client expectations. Your role is pivotal in maintaining strong client relationships, optimizing service efficiency, and driving continuous improvement. You will collaborate with cross-functional teams to ensure the seamless delivery of our services.
Responsibilities:
Service Monitoring:Monitor the performance and quality of services provided by the organization. Track key performance indicators (KPIs) to ensure that services are meeting established standards and objectives.
Incident Management:Responsible for monitoring and assisting the operations teams when needed to manage and resolve service-related incidents or disruptions. This involves coordinating with relevant teams to address problems, and ensure service is restored as quickly as possible.
Service Level Agreements (SLAs):Help establish and manage SLAs with clients or internal stakeholders. Ensure services are delivered within agreed-upon timeframes and quality parameters.
Process Improvement:Process improvement initiatives to streamline service delivery processes and enhance efficiency. Identify bottlenecks and areas for improvement and propose and implement solutions.
Customer or Client Communication:Maintain communication with clients or customers to gather feedback, address concerns, and provide updates on service delivery. Effective communication skills are essential for this aspect of the role.
Data Analysis:Analyse data related to service delivery, including performance metrics and customer feedback, to identify trends and areas for improvement.
Documentation:Keeping accurate records and documentation of service delivery processes, incidents, and resolutions is crucial for accountability and future reference.
Vendor Management:Manage relationships with external vendors or service providers, ensuring that they meet contractual obligations and provide quality services.
Training and Development:Responsible for training and developing team members to improve service delivery skills and knowledge.
Technology Utilization:Use of various tools and technologies to monitor and manage service delivery processes, such as service desk software, monitoring tools, and analytics platforms.
Financial and Business:Assisting team with cost saving efficiencies as part of automation, streamlining and process improvements. Identifying, managing and reporting of service credits with our vendors.
The Requirements
Proven experience (3+ years) in service delivery management or a related role.
Strong understanding of service management frameworks (ITIL, ISO 20000, etc).
Exceptional interpersonal and communication skills.
Strong problem-solving and analytical abilities.
Experience with ServiceNow or similar ITSM tool.
Understanding of Microsoft Power BI
Expert at Microsoft Excel, PowerPoint
Equal Opportunity Employer
WTW
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