Full Description

The Service Management team within Engineering provides support and structure to optimise Service Delivery and the services provided to our stakeholders.

We do this through setting the ‘how we do it’ framework, and the Technical Support roles are integral to the success of this by enabling the Engineering trade teams to focus on their roles within the ‘what we do’ sphere of activity.

As the Performance Excellence Analyst, you will work with the Service Support Manager in the following areas:

• Analyse performance metrics, including operational efficiency, customer/stakeholder satisfaction, and employee productivity. This could involve using statistical techniques and data visualisation tools to identify trends, patterns, and areas for improvement.
• Develop and implement key performance indicators (KPIs) to measure the effectiveness of different processes and initiatives within the engineering department. This might involve working closely with other areas of the business to understand their goals and objectives.
• Identify opportunities for process improvement and efficiency gains. This could involve streamlining workflows, improving service delivery and implementing best practices to enhance overall performance.
• Ensure that the engineering department maintains high standards of quality in service delivery. This might involve conducting audits, developing quality assurance processes, and providing training to employees.
• Compare the organisation's performance against industry standards and competitors to identify areas where it can gain a competitive advantage. This could involve conducting benchmarking studies and identifying best practices to emulate.
• Prepare regular reports and presentations to communicate performance metrics and insights to management and other stakeholders at all levels. This would involve translating complex data into clear, actionable insights.
• Foster a culture of continuous improvement within the department by promoting innovation, encouraging feedback, and driving initiatives to enhance performance over time.

For more information please visit https://ports.pinpointhq.com/en/postings/1dab704e-8449-4467-a194-ccb5e57cb20b.

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