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IT Service Performance Management Analyst

Thursday, November 24, 2022

Position Details

Key Deliverables:
  • Define and establish the metrics for all current critical/major IT services.
  • Track and trend critical IT services performance over time and provide monthly performance statistics report to the Head of IT and senior IT managers.
  • Diagnose and understand the underlying drivers of service performance gaps and collaborate with required IT technical teams to implement corrective measures to improve performance.
  • In collaboration with the Problem Manager (IT SMO) reduce the number of “recurring major incidents”.
  • Identify strengths and weaknesses in IT support provided by technical teams which impact IT service performance and collaborate with respective team management to implement corrective actions where there are gaps.
  • Benchmark IT services performance against industry peers to drive continuous improvement of services provided.
  • Enforce the IT service management processes as per the ITIL framework implemented in BSP IT.
Essential Qualifications, Professional/Skills and Experience:
  • Degree in Information Technology or Business or equivalent in experience (at the discretion of the Senior Manager OCIO).
  • Foundation ITIL certificate.
  • Working knowledge of IT industry practices and IT Service Management (ITSM) principles
  • At least 3 years of experience in a range of business and technical teams, within a large and dispersed IT organization.
  • Leadership and management experience in working with multiple teams/managers to achieve targeted objectives.
  • Exceptional Communication skills (written and verbal).
  • Sound analytical and research skills.
  • Good understanding of Process modelling/mapping and documentation.
  • Advance skills in Microsoft Office Suite of Products, especially MS Excel and Word
  • Working knowledge of Accounting or Financial management principles

If you think you have the appropriate skills and experience to perform this role, send your application and detailed CV to:

The Head of Talent Management, BSP People & Culture via email jobs@bsp.com.pg

Please contact us should you require additional information. Only shortlisted applicants will be contacted for interviews.

Applications close on Thursday, 08th December 2022.


IT Service Performance Management Analyst

Reference No



Port Moresby, Papua New Guinea