Position: Performance Management Expert
Category: Project Manager
English level: upper
Years of experience: 8

Service Catalogue implementation and continual improvement. KPIs dashboard automation
IT Service Management, Performance Management, ITIL Process, Service Catalogue Management, Problem Management, Demand Management, Service Level Management, SQL, Kanban, AGILE, Scorecard, KPIs
Performance Management Expert
	Communication with group companies Turkcell. Report preparation of lifecell achievements for the current period
	Establishing Balanced Scorecard Framework
	Governing Scorecards at all organization level in IT
	Designing Scorecards tool to monitor the Scorecards
	Designing Performance Management Dashboard that is specialized based on roles in IT
	Establishing and proceeding Face to Face Interview method with Business Teams to measure satisfaction from IT (interviewing with ~120 stakeholders twice a year)
	Updating the current ICT performance indicators system. Providing ICT efficiency reports for the current period (month / quarter / half year / year)
	Manage Performance Management through KPI’s definition, monitoring and consolidation; IT Service operating management in accordance with SOX and ITIL recommendations
	Consolidate and analyse statistical data for the purpose of monitoring and correcting the behaviour and effectiveness of ICT to aid in planning, provisioning, maintenance and the measurement of quality
	Collect and track metrics data and analyse and report on service delivery performance levels using data from multiple sources including project management metrics, service networks systems metrics and external customer satisfaction surveys.
	Determining KPIs related to services, processes and strategies
	Monitoring of KPIs within the agreed thresholds
	Managing improvements IT processes across Performance Management Process
	Data collecting and reports performing regarding ICT activity/ achievements in currect period within business overview
	Reporting any deviation and conducting analysis to identify process weakness/improvement areas.
Leading Service Network Performance Management Specialist