Manager, Service Performance & Metrics

Job Overview

We are seeking a Service Performance and Service Review Manager to join the Indirect Procurement and Legal team to drive adherence and adoption of Enterprise Service Management (ESM) standards within procurement and legal. Reporting directly into the function, this role partners closely with the ESM Service Excellence team to ensure consistent measurement, reporting and review of service health, performance trends and improvement actions. 

The manager will facilitate governance forums, enable prioritization of new service demand requests, and oversee performance reporting and reviews for technology. The Functional Service Performance Manager is responsible for executing service performance measurement and service review activities within their assigned function, in alignment with Enterprise Service Management (ESM) standards.

This role requires strong procurement domain expertise, experience operating within formal governance and change management structures, and the ability to translate complex operational data into executive‑ready insights.

Duties

• Develop and maintain function specific attributes and execute day-to-day operational activities
• Adopt and apply enterprise service performance standards, including SLAs, KPIs, and service quality metrics to enable efficient and effective service delivery
• Collect, validate, and maintain service performance data for functional services.
• Prepare service performance dashboards, reports, and materials for recurring service reviews
• Support and facilitate functional service review forums, documenting outcomes, risks, and actions.
• Track service improvement actions and follow up on commitments with Service Owners.
• Partner with ESM and analytics teams to ensure data consistency and quality.
• Analyze performance trends and insights to inform discussions, identify improvement opportunities, and support data‑driven prioritization decisions.
• Design, develop, and maintain performance reporting and dashboards that provide clear, actionable insights for functional leadership & governance forums.
• Continuously improve reporting, dashboards, and governance processes to increase clarity, efficiency, and executive usability.
• Identify recurring performance issues and support root cause analysis and continuous improvement planning.
• Adopt and execute enterprise service catalog standards, templates, and data requirements defined by ESM.
• Maintain the function’s service catalog entries, ensuring accuracy, completeness, and alignment with agreed SLAs and service definitions.
• Coordinate with Service Owners to gather and validate service information and updates.
• Support automation efforts for email to ticket capabilities in Service Now and process mining pilot with Celonis
• Coordinate and orchestrate change governance forums, ensuring timely review, prioritization, and documentation of decisions, actions, and outcomes and preparation of materials to enable effective decision‑making.

Qualifications

• Bachelor’s degree required.
• 4–6 years of experience in service performance reporting, operational analytics, or service management support roles.
• Experience working with performance metrics, dashboards, and review cadences.
• Procurement Experience required
• Experience building and managing metrics for procurement organization effectiveness
• Familiarity with ServiceNow and service reporting tools preferred.
• Strong analytical and documentation skills.
• Ability to work cross‑functionally to gather inputs and support performance alignment.
• Highly organized, proactive, and comfortable working in fast‑paced environments.