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Open nowPosted 96 days ago

Specialist Service & Performance Management

omya100 open roles

Where
Kuala Lumpur
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Your applicationOpen nowSpecialist Service & Performance Managementomya · Kuala Lumpur

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. omya postings stay open a median of 11 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 96 days ago

omya median: 11 days open

The posting

Service management

  • Assist in implementing service management practices, governance frameworks, and operating models for OS&S to ensure consistent and efficient service delivery

KPI and reporting support

  • Collaborate with service lines to define key performance indicators (KPIs) and reporting standards, ensuring alignment with business objectives and compliance requirements
  • Ensure that KPIs, trends and analysis are presented in a way that enables effective decision-making and strategic steering

Performance monitoring

  • Utilize digital tools and analytics to monitor service performance, identify areas for improvement, and provide actionable insights to stakeholders
  • Prepare and deliver regular management reports to provide OS&S leadership with clear, data-driven insights on service performance

Continuous improvement initiatives

  • Contribute to continuous improvement initiatives aimed at enhancing service reliability, efficiency, and customer satisfaction
  • Prepare concise, actionable reports for top management, highlighting areas of achievement and opportunities for improvement, and proactively recommend actions based on data findings

Planning and budgeting

  • Assist in the planning and budgeting process to support accurate forecasting resource allocation, and financial management

Risk management

  • Support risk management activities by identifying potential risks, developing mitigation strategies, and ensuring that risk management practices are embedded in service operations

Education

  • University degree in Business Management, Business Administration, Economics, or any other related field

Experience

  • Minimum of 3 years of relevant working experience in service management and KPI reporting

Knowledge and skills

  • Understanding of service management principles and best practices
  • Ability to monitor and analyze service performance metrics
  • Familiarity with ticketing and reporting systems (e.g., ServiceNow, SAP Analytics Cloud)
  • Experience supporting process improvements and workflow enhancements
  • Knowledge of compliance and service quality standards
  • Ability to communicate findings and recommendations to various stakeholders
  • Customer orientation and problem-solving mindset
  • Exposure to continuous improvement tools or methodologies (e.g., Lean, Agile)

Other requirements

  • Excellent command of both oral and written English are required
  • Good command of both oral and written additional language is beneficial
  • Willingness to travel up to 5%

POSITION SCOPE

Reporting Line(s)

Solid line(s) to: Head of customer service & performance management

Performance Measures

  • SLA/OLA compliance rate
  • Customer satisfaction
  • Coverage of risk assessments
  • Quality and risk impact and likelihood assessment
  • Forecast accuracy over planning horizon

Working Relationships

Internal contacts:

OS&S management team

DTX

Service Line leads

Regional leads

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