Position Responsibilities:

Drive process improvement -
• Create and own continuous improvement processes to support Service Delivery using ITIL, CMM and TQM methods
• Evaluate service delivery process effectiveness, efficiency, quality, and maturity on a regular basis. Identify areas where targets are not met; analyze data to detect trends; identify root causes; propose solutions and alternatives for process redesign; and determine corrective actions.
• Work with the Service Delivery leadership team to develop, organize and manage projects that support strategic priorities and drive operational improvements and increase customer satisfaction. Develop solutions with stakeholders; manage action plans; measure compliance and results; and communicate status.
• Produce executive quality presentations to communicate performance results, plans, status updates and business cases.

Develop and enhance measurement methods -
• Create and drive financial and operational models that support the organization's strategic objectives.
• Collaborate with functional leaders and other organizations to develop and improve metrics, models and methodologies for analytical and measurement purposes
• Contribute to new service integration, BSS/OSS projects and process development initiatives to maintain alignment with performance assurance, measurement and modeling processes.
• Enable functional teams with data and reporting, suitably aggregated, formatted and timely to facilitate workflow and management processes.

Manage reporting and review cycles and analyze results -
• Manage schedules and cycles for production and analysis of regular performance and productivity metrics and reasons for variances. Produce daily, weekly, monthly and quarterly reports and variance analysis, including KPIs, forecasting, capacity management, customer SAT, service-costing, process productivity and customer profitability analysis.
• Produce ad hoc reports and provide analytical support, as needed.

Required Skills & Experience:

• Minimum 5 years of experience in business process improvement, operational or financial analysis, or IT management experience.
• Strong mathematical and analytical skills, both financial and operational.
• Strong communication skills, both written & verbal.
• Strong organizational skills, detail-oriented, and able to handle multiple projects simultaneously.
• Innovative problem-solving with ability to streamline complex processes.
• Self-starter, who is results-oriented, entrepreneurial and resourceful.
• Delivers informative and well-organized presentations.
• Ability to work cross-functionally to drive collaboration amongst teams and groups.

Desired Skills & Experience:

• ITIL v3 Foundations (or higher) certification
• Experience in IT, Managed Services or Telecom industry.
• Knowledge of forecasting methods and modeling.
• Familiarity with concepts of Total Quality Management (TQM), Six Sigma or Capability Maturity Model (CMM).
• Experience with data queries and perl scripting.
• Understanding of delivery of services to customers in a technical environment.