Manager, Service Management - Performance

About the role

We are seeking a Service Performance and Service Review Manager to join the Global Business Service People Experience Team to drive adherence and adoption of Enterprise Service Management (ESM) standards within Global People. Reporting directly into the function, this role partners closely with the ESM Service Excellence team to ensure consistent measurement, reporting and review of service health, performance trends and improvement actions.

What you'll do

• Develop and maintain function specific attributes and execute day-to-day operational activities
• Collect, validate, and maintain service performance data for functional services
• Prepare service performance dashboards, reports, and materials for recurring service reviews
• Support and facilitate functional service review forums, documenting outcomes, risks, and actions
• Track service improvement actions and follow up on commitments with Service Owners

What you need

• 10–14 yrs of experience
• Root cause analysis
• Any graduate

Good to have

• ServiceNow