Senior Improvement Analyst

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Solera Holdings, LLC.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2005

☁️ SaaS

Description

• Build and maintain strong, trusting relationships with business stakeholders, acting as a responsible ambassador for the services provided by Global IT. • Proactively adopt a customer-centric approach, ensuring the IT service delivery team prioritizes a high-quality user experience by actively seeking and incorporating end-user feedback into service improvements. • Lead discussions with stakeholders to review Business Services performance against SLAs and KPIs, driving service improvement plans and enhancing overall service effectiveness. • Identify and implement Continuous Service Improvement by evaluating current processes and implementing both manual and automated solutions. • Leverage new and existing technologies, systems, tools, training, and resources to enhance service quality, optimize performance, reduce costs, and elevate user satisfaction. • Ensure the delivery of a consistently high standard of service that aligns with business objectives. • Implement the Problem Management strategy by following and monitoring processes to identify the root causes of recurring issues, ensuring permanent fixes are in place to prevent future incidents. • Facilitate proactive workshops and lead discussions with stakeholders to identify and address recurring challenges, reviewing Service performance against SLAs and KPIs, and driving service improvement plans to enhance overall service effectiveness. • Contribute to the strategy for the departments within the Service division in support of the overall Solera business strategy, developing and implementing an IT strategy that supports the organization's goals. This involves keeping up with technological trends, innovations, and integrating them into the company's vision.

Requirements

• 5+ years of experience providing services within a IT organisation, with a passion for delivering services to the business with a ‘Customer First’ mindset. • Proven ability to collaborate, influence and manage change throughout all levels of the organization, including executive leadership. • Proven experience driving improvements in IT, including gathering and reporting on Service management metrics to illustrate them. • Demonstrated success leading global IT initiatives, projects and programs to ensure agreed objectives and outcomes are delivered. • Demonstrated success developing, establishing, implementing and monitoring IT policies and practices. • Proven ability to lead local and virtual teams and resources cross-functionally. • Strong communication and interpersonal skills, with the ability to translate complex technical terms. • We require the candidate to speak fluent English, any other languages would be a welcome addition. • A Continuous Improvement Mindset, focused on identifying opportunities for improving IT services and implementing efficient, effective solutions. • Technical Understanding and familiarity with the technologies that underpin service delivery to guide decision-making and implement improvement initiatives.