Lead Analyst Service Improvement

• Designing, documenting, and maintaining the Practice document/Manual and Policies.
• Defining, implementing, and monitoring the Practice efficiency KPIs.
• Establishing and leading the Practice training awareness program across the organization.
• Ensuring adherence and compliance to standard requirements and process policies.
• Act as subject matter expert for the practice across the organization.
• Drives practice interlocks with Service Owners, Practice Champions & Practitioners across the organization
• Responsible for implementing ITIL 4 best practices and increasing the maturity of the practice.
• Drives alignment with other ITIL 4 practices.
• Acts as subject matter expert and SPOC for the ITSM tool, ensuring standardization and alignment with the Practice.
• Identifies drives and supports Continual improvement activities for the Practice.
• Offers periodic review and practice performance reports to the Senior Management teams about the status and health of Practice KPIs