Senior Improvement Analyst
Omnitracs
Senior Service Delivery Engineer
Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.
The Role
We are looking for an innovative, self-starting IT Business Partner to join our Global Service Delivery team. The focus of the role is Service Excellence, taking a holistic view of the support services and technology offered to the business, as well as working on projects and transformation. They will act as a first point of contact to our internal business stakeholders, representing the Global IT teams to facilitate the IT activities that will enable Solera to meet its strategic goals, through devising and establishing IT services and policies that support Solera's strategy and values.
What You’ll Do
Build and maintain strong, trusting relationships with business stakeholders, acting as a responsible ambassador for the services provided by Global IT. Proactively adopt a customer-centric approach, ensuring the IT service delivery team prioritizes a high-quality user experience by actively seeking and incorporating end-user feedback into service improvements. Lead discussions with stakeholders to review Business Services performance against SLAs and KPIs, driving service improvement plans and enhancing overall service effectiveness.
Identify and implement Continuous Service Improvement by evaluating current processes and implementing both manual and automated solutions. Leverage new and existing technologies, systems, tools, training, and resources to enhance service quality, optimize performance, reduce costs, and elevate user satisfaction. Ensure the delivery of a consistently high standard of service that aligns with business objectives.
Implement the Problem Management strategy by following and monitoring processes to identify the root causes of recurring issues, ensuring permanent fixes are in place to prevent future incidents. Facilitate proactive workshops and lead discussions with stakeholders to identify and address recurring challenges, reviewing Service performance against SLAs and KPIs, and driving service improvement plans to enhance overall service effectiveness.
Contribute to the strategy for the departments within the Service division in support of the overall Solera business strategy, developing and implementing an IT strategy that supports the organization's goals. This involves keeping up with technological trends, innovations, and integrating them into the company's vision.
What You’ll Bring
5+ years of experience providing services within a IT organisation, with a passion for delivering services to the business with a ‘Customer First’ mindset
Proven ability to collaborate, influence and manage change throughout all levels of the organization, including executive leadership.
Proven experience driving improvements in IT, including gathering and reporting on Service management metrics to illustrate them.
Demonstrated success leading global IT initiatives, projects and programs to ensure agreed objectives and outcomes are delivered
Demonstrated success developing, establishing, implementing and monitoring IT policies and practices
Proven ability to lead local and virtual teams and resources cross-functionally
Strong communication and interpersonal skills, with the ability to translate complex technical terms
We require the candidate to speak fluent English, any other languages would be a welcome addition
A Continuous Improvement Mindset, focused on identifying opportunities for improving IT services and implementing efficient, effective solutions.
Technical Understanding and familiarity with the technologies that underpin service delivery to guide decision-making and implement improvement initiatives.
EQUAL OPPORTUNITY EMPLOYER
SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.
