Service Delivery Specialist (Analysis, Performance & Reporting)

ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. This Organization is striving for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements.

The primary role is to extract, analyze, and present data related to IT Service Management (ITSM) processes and performance. You'll be crucial in providing insights that help the organization understand its IT service delivery, identify areas for improvement, and make data-driven decisions.

How will you CONTRIBUTE and GROW?

Duty & Accountabilities:

• Collecting, analyzing, and interpreting data to provide actionable insights for business strategy. This often involves developing and maintaining dashboards, reports, and visualizations.
• Ensuring data integrity, accuracy, availability and timely delivery of reports. This includes developing and implementing data management policies and procedures.
• Develop, generate, and maintain regular and ad-hoc reports on performance metrics and KPIs (Key Performance Indicators).
• Design and create interactive dashboards and visualizations using tools like ServiceNow Performance Analytics, Power BI, Tableau, or Excel to present data clearly and concisely.
  
  
  

Data Analysis and Interpretation:

• Collect, clean, and analyze data from various tools and sources.
• Identify trends, patterns, anomalies, and root causes of performance issues within processes (e.g., incident management, problem management, change management, Demand management, project management and service request fulfillment).
• Interpret data and translate findings into actionable insights and recommendations for service improvement.
• Contribute to the development of scorecards and performance monitoring frameworks.
  
  
  

Stakeholder Collaboration:

• Work closely with Service Managers, Process Owners, IT teams, business stakeholders etc to understand their reporting needs and objectives.
• Gather reporting requirements and translate them into effective report designs.
• Present findings and reports to various audiences, tailoring the communication to their level of understanding.
• Collaborate on defining and refining performance metrics and KPIs.
  
  
  

Tool and Data Management:

• Utilizes reporting platform capabilities & functionalities (e.g., ServiceNow reporting, Power BI, and or Performance Analytics).
• Maintain and optimize reporting systems and data sources to ensure data integrity and accessibility.
  
  
  

Continual Service Improvement (CSI):

• Support CSI initiatives by providing data-driven insights to identify areas for process optimization and efficiency gains.
• Recommend improvements to reporting processes and data collection methods.
  
  
  

Are you a MATCH?

• Proficient in Excel and/or G-Suite knowledge advance functions, data analysis and reporting.
• Excellent written and verbal communication skills, including the ability to present complex data in a clear and understandable manner to both technical and non-technical audiences.
• Strong problem solving skills
• Knowledge of reporting tools like Power BI and tool ServiceNow.
• Expertise in ServiceNow Reporting and Performance Analytics (if applicable), Power BI, Google Sheet (including advanced functions and charting).
• Good understanding of ITIL (Information Technology Infrastructure Library) and CSI principles.
• Basic project management skills
• Capacity to train and guide team members
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Experience in dealing with third-party-provided services
• Involvement and exposure in IT external audits (example: Operational, IT service management, ISO)
  
  
  

What We Offer:

• Hybrid work arrangement
• Office location (1Powerhouse) is accessible via MRT (Bandar Utama station)
• Highly engaged and empowered work culture
• Dynamic multinational team of more than 14 nationalities
• Continuous learning & development
  
  
  

We take care of our employees:

• Medical card coverage for self and dependents (outpatient and inpatient)
• Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
• Monthly NICE Program activities for team bonding and well-being lifestyles
  
  
  

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.