Description
Key Responsibilities:
Monitor and track end-to-end IT project milestones and delivery status.
Manage support ticket metrics and SLA compliance across IT teams.
Develop and maintain dashboards and reports for operational and leadership review.
Create and present concise, visually compelling slide decks for IT leadership.
Analyze data to detect trends, performance anomalies, and systemic issues.
Recommend corrective or preventive actions and monitor resolution progress to closure.
Facilitate reviews with stakeholders to prioritize operational initiatives.
Act as a liaison between delivery teams, support teams, and leadership for continuous alignment.
Required Qualifications & Skills:
Bachelor’s degree in Computer Science, Information Systems, or related field.
7+ years of experience in IT operations, service delivery, or project tracking roles.
Hands-on experience with Jira, ServiceNow, and other ITSM or project management platforms.
Strong understanding of ITIL practices; ITSM/ITIL certification preferred.
Proven ability to convert raw metrics into actionable insights.
Exceptional PowerPoint and presentation skills for executive communication.
Detail-oriented mindset with a drive for efficiency and problem-solving.
Similer jobs
