Manager, Service Performance
About the job
The Manager – Service Performance at BDO is a pivotal job that focuses on enhancing service management maturity across the firm. By leading the Service Management Office, you will drive a multi-year ITSM maturity roadmap, ensuring transparency and consistency in service delivery. Collaboration with various teams is key, as you work together to create a modern, self-service operating model that truly shapes what matters.
You'll be responsible for
🛠️
Owning ITSM practices
Taking charge of ITSM practices including Incident, Problem, Change, Request, Knowledge, Service Catalogue and Continual Improvement.🏢
Leading the Service Management Office
Overseeing the Service Management Office and governing the ServiceNow platform roadmap.📈
Establishing service performance metrics
Setting and reporting on service performance metrics such as SLAs, MTTR, and CSAT.Key criteria
📊
ITSM practices ownership
Proven experience owning and maturing ITSM practices in enterprise environments.View
🔧
ServiceNow governance expertise
Strong background in ServiceNow governance and platform value realization.View
📈
Service performance metrics
Experience establishing and reporting on service performance metrics.View
View more
