Service Management
Manila, Philippines
6d ago

Job description

As a Service Management Analyst, you will provide business reporting and governance services across clients i.e. : change management, issue / problem management, governance, satisfaction surveys, performance reporting.

Responsibilities :

  • Collaborates with Center of Excellence team members on reporting, change, and satisfaction survey capabilities
  • Supports continuous improvement and organization development activities
  • Participates in ad-hoc area or global projects as required
  • Coordination of changes with operations, including directing the change management process and executing Change Board meetings
  • Preparing data and coordinating Governance meetings
  • Notification process for incidents
  • Assessment and selection of incidents that should be addressed in problem management process
  • Implementing problem management process with contract teams, including preparing for and conducting post incident review meetings
  • Review and analyze satisfaction surveys; summarize findings; work with contract service delivery team leads to determine remedial actions
  • Works with supervisor on Service Definition Management projects
  • Works with supervisor on managing financials of client facing projects
  • Drive first draft of client facing and internal reports to final approval
  • Amend metric gap and trending analysis based on client account knowledge
  • Analyze operational reports and highlight points for ODAM and service delivery
  • Apply
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