Analyst, Delivery & Performance Management at GVA Partners

Growth in Value Alliance (GV Alliance) Partners is a business advisory and market intelligence services firm. Our objectives are to assist organizations to achieve their growth aspirations by providing market intelligence, strategy blueprint, IT solution delivery expertise and business operation improvement capabilities.

GVA Partners is recruiting to fill the position of:

Job Title: Analyst, Delivery & Performance Management

Location: Lagos

Job Summary

• Work with the Manager to govern Service Transition and monitor the performance of IT resources by consistently ensuring a healthy and stable state that would justify IT investments and deliver value in line with business objectives.
• This role would ensure provision of input to the governance and control with respect to performance measures, methods, thresholds, reporting; and the effectiveness and efficiency of the tools for measuring and reporting whilst exploring options that would drive continuous service improvement.

Roles and Responsibilities

• Collate, analyze and provide input to governance of Service Transition processes
• Collate, analyze and provide input to guide IT to optimal performance using trending, analysis and benchmarking capabilities
• Participate in review performance at periodic service review meetings of the ITO and other IT Suppliers
• Monitor trends in service levels and highlight concerns to be addressed by the ITO and other IT suppliers in the CSI plan.
• Work with BRM to ensure valid changes in service level expectations identified are captured and addressed during the service lifecycle and document the associated business benefits or improvements from the changes made.
• Review and analyze performance reports and ensure the right insight and recommendations on under performing services levels are brought to the fore.
• Participate in defining and maintaining quality measures to govern and control improvements in IT service delivery.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and assist in coordination of the implementation of changes to IT Performance measures to improve quality.
• Analyze, review and provide regular independent reports on service performance and achievement.
• Participate in the review of third party underpinning agreements, SLA and OLA targets and metrics where necessary
• Identify, define, and implements CSIs and Collate feedback (improvement initiatives or issues) across all work streams and update CSI Register accordingly
• Ensure that CSAT (Customer Satisfaction Survey) is reviewed to determine areas for improvement.
• Ensure the improvement initiatives drawn in IT are centrally collated and controlled via the CSI Register.
• Assist with driving of post implementation reviews on implemented CSIs till closure.
• Assist in maintaining interfaces with Business, IT, Contract Management etc

Education and Experience

• First Degree or equivalent in a relevant discipline
• ITIL Foundation Certification is highly required.
• Minimum of two (2) years relevant work experience
• Strong analytical and problem solving skills
• Proficient in the use of MS Office Suite as well as a good knowledge about reporting tools. Basic knowledge of HP BTO is an advantage.
• Ability to visualize or decipher patterns in trend and provide insightful feedback to support business decisions.

Knowledge:

• IT Governance
• Demand and Supply Management
• Customer/Business Relationship Management
• ITIL Service Transition, Operation and CSI
• System Analysis and Design

Behaviour:

• Passion for Excellence
• Integrity
• Empowering people
• Growing people
• Team work
• Customer Focus.

Skills:

• Effective Communication
• Change Management
• Personal Effectiveness
• Strong Customer Advocate.

Application Closing Date
28th February, 2015.

How to Apply
Interested and qualified candidates send their resume to: [email protected] and [email protected]