Efficiency Analyst

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model


**Job Description**:
CHEP is currently seeking a skilled Efficiency Analyst - Service Management to join the team The successful incumbent provides planning, direction, analysis, management, implementation, and administration of IT Service Management (enterprise-wide) in collaboration with key technology partners and suppliers, both internal & outsourced. Drives a culture of positive change within the Service Management function - having a clear and direct focus on Service Performance, Quality and Governance.

Quality Leadership
- Ownership for the creation, management and optimisation of the quality framework for IT Service Management and the management of IT vendors
- Drives process optimization and quality IT service delivery through automated processes, tools and data analysis.
- Liaises with Managed Service partners and IT Tower leads to drive efficiencies and reduce costs using best ITIL practices within the IT resources (people, processes and technology)
- Supports Service and Tower Leads, other Infrastructure Leaders and their teams with improving the performance, quality and efficiency of their assigned services

Quality Leadership
- Ownership for the creation, management and optimisation of the quality framework for IT Service Management and the management of IT vendors
- Drives process optimization and quality IT service delivery through automated processes, tools and data analysis.
- Liaises with Managed Service partners and IT Tower leads to drive efficiencies and reduce costs using best ITIL practices within the IT resources (people, processes and technology)
- Supports Service and Tower Leads, other Infrastructure Leaders and their teams with improving the performance, quality and efficiency of their assigned services

Service Performance Leadership
- Assists in the function for management of service performance and driving improved resource efficiency and overall optimisation
- Manages standards for service documentation, which includes, but is not limited to, policies, processes and procedures
- Sets the standard for changes to and deletions of existing services and the introduction of new services
- Develop measures and benchmarks suppliers’ performance

Governance Leadership
- Assists in the governance of the contracts, services and overall relationship with the vendors - with ownership of the reporting, performance and oversight measures for each agreement
- Drives the governance framework evolution and works across the organisation to drive improvements
- Oversees that IT Service Delivery services are provided in accordance with the terms and conditions of the Outsourcing Agreements, and are tightly integrated with services provided internally as well as those provided by other Third-Party providers
- Ensures that implementations and on-going services are delivered on time, and meet enterprise requirements by maintaining tight controls over project schedules, risks, scope of work and budget
- Engages in end-to-end dispute resolution and pursues SLA credits

Operational Management
- Provides oversight for the IT Service Management tools (ITSM) including Configuration Management Data Base (CMDB) to reduce impacts related to incidents, problems, and changes; improving service availability and capacity management
- Help to resolve escalated issues in accordance with dispute escalation procedures
- Drafts policies, streamlines processes and ensures that knowledgebase is up-to-date
- Supports IT projects and initiatives within the remit of this position

**Requirements**:

- Bachelor’s degree - Information Systems, Computer Science, or related field
- IT Service Delivery experience demonstrating a combination of directly managing technical teams, plus relevant technical background including deep expertise in at least two domains (e.g. hosting, storage, networks, desk-side support, service desk).
- Thorough understanding of ITIL Service Management
- Solid experience in data analytics and reporting
- ITIL 4 qualification
- Previous or current technical certifications
- Experience in Six Sigma, LEAN, etc. process efficiency and quality methodologies