EUS Governance & Performance Manager

Key purpose statement
The EUS Governance & Performance manager is accountable for the overall governance of the end-user services including driving improvement plans with our strategic partners and BMI stakeholders. As such the Governance & Performance offering includes:

• Own the end-to-end IT Customer Satisfaction process
• Accountable for driving the CSIs with the strategic partners
• Work with the regional business units to document and drive improvements
• Chair the IT Service performance meetings
• Drive improvements in the IT tools for a better customer experience
• Management & Executive level reporting
• Review and amend ITIL process documents
• Organize and chair meetings with the IT Leadership team and Regional IT.
• Automate reporting of IT stats and performance charts
• Prepare exec-level presentations
• Perform regular audits on the daily operational tasks and provide reports.

Responsibilities:

• Ensure that the above-mentioned workplace services offering is defined in a robust way to meet current and future service demand
• Guide local Workplace services operations through policies, procedures, and best practices to ensure that all workplace services are managed in a coherent and cost-effective manner, maximizing leverage of common suppliers and equipment 
• Prevent the proliferation of different solutions fulfilling the same services
• Ensure that Workplace suppliers are monitored in comparable ways 
• Ensure alignment with Vendor Management on setting Workplace supplier evaluation criteria and takes part in the Supplier evaluation process
• Proactively drives the sharing of best practices and learning in the area of Service Ownership (and associated 3rd party delivery) across the global IT organization
• Proactively seeks commercial opportunities for improving the quality of delivery within the organization and 3rd party suppliers
• Participates in appropriate governance forums to drive service improvement and effectively manage vendor performance
• Collaborate cross-functionally to design improved standardized infrastructure and operations support processes in conjunction with IT outsource partners, in-house IT services, and internal stakeholders.

Knowledge & Experience Required:

• Degree level educated in a relevant subject area
• Extensive experience and proven track record in End User Computing and Service Management roles
• Strong knowledge of IT Workplace control processes, policies, and technologies
• Experience in working in a multi-vendor IT sourcing environment
• Good Reporting skills
• ServiceNow Knowledge
• Cross-functional and cross-regional IT operations experience.
• Cultural awareness across global business units.
• Demonstrable knowledge of Enterprise level Microsoft, Google, and other User Productivity tools, for both on-premise or cloud-based technologies and architectures
• Experience working with End User Computing service providers

Roles, Skills & Attributes Required:

• Demonstrates the values: Integrity, Teamwork, Respect, and professionalism, and effectively role model these for the team and across the organization
• Ability to build strong relationships at senior levels in the business both vertically and laterally and to influence and be persuasive at all levels.
• Exceptional interpersonal, collaboration, and communication skills
• Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion
• Ability to work under pressure and identify and prioritize key issues in a fast-changing environment.
• Highly developed Business and commercial acumen
• Leads the focus on quality and attention to detail
• Strong system aptitude/affinity with technology
• Good command of written/verbal business English