Service Performance Manager

2 weeks ago

Melbourne Airport, Australia Team Global Express Full time

Are you looking for a challenging role where you can be involved in the management of service performance across suppliers? We are looking for a Service Performance Manager to join our team. As a Service Performance Manager, you will be responsible for reporting and monitoring on KPIs and performance SLAs, managing suppliers, conducting monthly/quarterly supplier reviews, and engaging with stakeholders, providing insight on service and supplier performance. You will also be responsible for identifying areas of improvement based on quantitative and qualitative evidence from supplier reporting and data, performance and financial data, and user feedback.

We are looking for individuals to bring their experience and make a difference by:

- Reporting and monitoring on KPIs and performance SLAs
- Managing suppliers and conducting monthly/quarterly supplier reviews
- Engaging with shareholders, providing insight on service & supplier performance
- Conducting monthly service review meetings - Challenging suppliers, driving performance
- Orchestrating service review meetings with the partners
- Measuring and reporting service performance and partner performance
- Identifying areas of improvement based on quantitative and qualitative evidence from supplier reporting and data, performance and financial data, and user feedback
- Reporting and implementing service improvement plans

Desired Skills and qualification:

- Tertiary level qualifications in Business, Commerce, Information Services or an IT related discipline are desirable
- Conceptional knowledge of Information Technology
- Written and verbal communication skills
- Detailed understanding of, and practical experience of using different data tools to transform and analyze different data sets
- Experience of discovering and sharing analytical insight with stakeholders with various levels of analytical expertise and at all levels of seniority
- Strong proficiency with spreadsheets
- ITIL/ITAM certification

Diversity and Inclusion

We celebrate difference.
- Why Team Global Express - Team Global Express

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

It’s never been a more exciting time to join our team.

As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.

To find out more about us, visit

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