Job Openings Service Level Performance Analyst

About the job Service Level Performance Analyst

Position Summary

The Service Level Performance Analyst is responsible for delivering accurate and timely reports to both the business and customers, ensuring compliance with contractual SLA targets for assigned clients. The role focuses on developing and implementing solutions to optimize the production, validation, and delivery of service level performance reports to Enterprise Business clients. Key responsibilities include liaising with Client Delivery Managers (CDMs) and internal support teams to develop required SLA report templates, supporting data integrity testing, and providing insights to improve performance by minimizing service credits. This position demands a high level of attention to detail and strong collaboration skills to manage dependencies across various work areas, playing a critical role in fulfilling contracted reporting obligations.

Key Responsibilities

Key Accountabilities

KPIs/Outcomes

Measures

Service Level Management Performance Reporting

  • Collaborate with internal stakeholders and external parties (including third-party providers and clients) to ensure timely and accurate delivery of reporting requirements.
  • Partner with key internal teams to define, develop, and test report templates that meet evolving reporting needs.
  • Transition frequently requested ad-hoc reports into scheduled, automated report deliveries to improve efficiency.
  • Ensure customer portal folders are consistently updated with reports in accordance with the agreed reporting schedule.
  • Identify issues and patterns through trend analysis and recommend improvement initiatives.
  • Ensure high-quality reports are delivered on time, consistently meeting customer expectations and contractual obligations.
  • Develop and maintain an improvement plan tracker to support effective governance and monitor progress of improvement initiatives.

Relationship Management

  • Ensure all ad-hoc report requests are completed in alignment with the established Reporting Schedule.
  • Effectively manage priorities to prevent ad-hoc or additional reporting tasks from impacting scheduled reporting commitments.
  • Consistently meet customer expectations by ensuring high-quality reports are delivered on time.

Service Management

  • Monitor report delivery timelines to ensure compliance with SLA targets.
  • Proactively escalate any operational issues that may impact reporting.
  • Consistently achieve Service Level Agreement (SLA) targets.

Governance, Compliance and Review

  • Govern reporting processes to ensure consistent delivery of repeatable tasks.
  • Review report errors and manage improvement initiatives to minimize recurrence.
  • Develop and maintain up-to-date work instructions to document current reporting processes accurately.
  • Annual process review
  • Annual work instruction review

Continuous Improvement

  • Identify and recommend automation opportunities by reviewing current processes to reduce manual effort and minimize risk of human error.
  • Integrate new business requirements into existing processes to ensure alignment with evolving needs.
  • Collaborate with stakeholders to uncover opportunities for enhanced data flow and decreased rework.
  • Stakeholder feedback
  • Continuous Improvement Plan

Key Performance Indicators (KPIs)

KPI Area

KPI/Outcome

Measure/Target

Service Level Reporting

Timely and accurate delivery of reports

Consistently meet customer expectations and contractual obligations

Ad-hoc Reporting

Completion in alignment with Reporting Schedule

100% on-time completion

SLA Compliance

Achievement of Service Level Agreement targets

100% SLA compliance

Continuous Improvement

Implementation of automation and process enhancements

Stakeholder feedback, Continuous Improvement Plan

Role Dimensions

Financial Targets and Budgets: Revenue: N/A | Orders: N/A | Capital expenditure budget: N/A | Operating budget: N/A | Other: N/A

Markets and Customers: Target markets: Strategic Accounts, State Government | Impact on customers: High | Customer type: Both internal and external

Staff under Management: Number of direct reports: N/A | Total staff: N/A

Major Challenges / Typical Problems Encountered

Managing competing priorities between ad-hoc and scheduled reporting demands. Ensuring data integrity across multiple data sources. Effectively managing time, with the majority of workload concentrated in the first half of the month.

Operating Environment

Decision Making Authority: Decisions made under own authority: Generating monthly reports, prioritizing workload, data manipulation to deliver required format. Decisions referred to higher authority: Additional report requirements.


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