Description
The IT Performance and Process Specialist will drive the efficiency and performance of IT operations within the Careers & Industry division. The role is responsible for enhancing service desk performance, refining IT processes, developing and tracking KPIs, managing vendor contracts, and overseeing IT asset management. The specialist will ensure IT services meet business needs, leveraging data-driven insights and innovative operating models like hybrid and cloud-based environments. This individual will collaborate across teams to align IT strategies with organizational objectives, driving measurable improvements and ensuring high-quality service delivery.
Requirements
1. Bachelor's degree in IT, Business Administration, or a related field.
2. Minimum of 5 years of experience in IT operations, process improvement, or performance management.
3. Proficiency in ITIL or Lean Six Sigma frameworks for process optimisation.
4. Experience in developing and implementing KPIs to measure and enhance IT service performance.
5. Strong analytical skills to identify performance gaps and recommend improvements.
6. Proven experience with IT service desk operations and support methodologies.
Desirable
1. Experience implementing hybrid or cloud-based IT operating models.
2. Familiarity with vendor contract management and cost optimization strategies.
3. Excellent communication and facilitation skills for cross-functional teams.
4. Experience in higher education sector.