IT PERFORMANCE MANAGER

It Performance Manager - This role will be responsible for both retained operations and outsourced (3rd Party). The ITPM role manages the operational relationship and expectations with the Service Providers and the associated internal IT operations. The ITPM facilitates the development and execution of Service Provider performance management processes and tools; and enables effective quality and product delivery management in an agile and product centric organization. **Responsibilities**:- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service level agreement. - Work with their teams to determine necessary activities to successfully deliver products throughout the given service line or function with continuous improvement in mind- Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution- Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources- Contribute to the wider goals of Agile Products- Juggling multiple and conflicting priorities in a timely and sensitive way- Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritization- Holding the teams to the highest standards, project discipline and accountability- Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams. - Ensuring compliance with the government infrastructure standards for applicable Products- Coordinating the efforts of internal stakeholders, internal developers and Service Providers to support the change management process- Working collaboratively with internal stakeholders (other IT areas, business units, etc. ) to globally to support global products in the Americas region. - Act as interface between local stakeholders and global service providers- Responsible for managing Incident, Change and Problem management processes and focal point for critical incident resolution. **Education**:- A degree in Computer Science and/or a business-related degree or equivalent work experience**Requirements**:- 5+ years of service management experience in a technology environment- Strong customer orientation and able to manage customer expectations- Experience managing external vendors, commercial negotiations- Good financial and people leadership skills- Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change- Comfortable working in a matrixed organization with excellent communication and networking skills - able to effectively manage and influence senior leaders as well as a broad range of stakeholder- Familiar with Agile organization structure and methodologies- Ability to manage risk, and encourage strategic risk management-based delivery in others to manage expectations and communicate effectively- Strong collaboration skills to build teams across business boundaries- Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality product delivery- Certifications in ITIL would be advantageous- Standby duties required- English Fluent