About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About the role</b></H2> </div><div><p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">The <strong>Data Science & Performance Analytics Lead</strong> is accountable for transforming IT service data into actionable insights, predictive intelligence, and performance visibility to drive better decision-making across the IT service landscape.</span></p> <p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">This role establishes a data-driven performance management capability, enabling:</span></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Clear visibility of service performance and experience</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Proactive identification of risks, trends, and inefficiencies</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Continuous improvement through analytics and data science techniques</span></li> </ul> <p style="margin:0.0cm 0.0cm 0.0cm 36.0pt;text-align:justify;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Operating across a multi-vendor environment, the role ensures consistent, trusted, and meaningful use of data to improve service stability, user experience, and operational efficiency.</span></p> <p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">The position shifts the organization from reactive reporting to predictive, insight-led service management.</span></p> <p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">At International SOS, our mission is to safeguard the global workforce against health and security risks while delivering specialized medical services to our clients. Headquartered in Singapore, we are a high-growth, fast-paced organization. Our culture thrives on entrepreneurship, fuelled by a strong sense of purpose: saving lives and protecting people every day. We empower our staff, fostering an energetic and challenging work environment that encourages individual growth. As part of our global outlook, you’ll collaborate with multi-disciplinary, multi-cultural teams to tackle significant challenges. We welcome self-driven individuals who aspire to make a meaningful impact</span><span style="font-size:11.0pt;font-family:Calibri, sans-serif">.</span></p> <p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="text-align:justify;margin:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">If you’re passionate about technology, and operational excellence, and driving impactful change, we invite you to apply for this exciting role!</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Responsibilities</b></H2> </div><div><h2><span style="font-size:10.0pt">Analytics & Dashboards</span></h2> <ul> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Own Framework:</strong> Set up and manage KPIs, SLAs, and experience metrics (XLAs).</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Build Dashboards:</strong> Track incident, change, service uptime, and CSAT in one place.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Guide Leaders:</strong> Give IT and business stakeholders clear, useful insights.</span></p> </li> </ul> <h2><span style="font-size:10.0pt">Insights & Predictive Data</span></h2> <ul> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Spot Trends:</strong> Read operational data to find root causes and early risk signs.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Forecast Demand:</strong> Use predictive models and AI to guess ticket volumes and outages.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Flag Risks:</strong> Catch high-risk changes before they break services.</span></p> </li> </ul> <h2><span style="font-size:10.0pt">Integration & Quality</span></h2> <ul> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Unify Data:</strong> Build a single source of truth across all ITSM teams.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Govern Quality:</strong> Work with CMDB teams to keep reporting data clean and consistent.</span></p> </li> </ul> <h2><span style="font-size:10.0pt">Vendor & Automation</span></h2> <ul> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Track Vendors:</strong> Score suppliers on SLAs, service quality, and contract targets.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Automate Reports:</strong> Move to auto-reporting using ServiceNow, Power BI, and AIOps tools.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Drive Improvement:</strong> Use trend benchmarks to cut waste and build a data-first culture.</span></p> </li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Requirements</b></H2> </div><div><p> </p> <table class="MsoNormalTable" style="margin-left:7.1pt;border-collapse:collapse;width:63%" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td style="width:100%;padding:1.4pt 1.4pt 0.0cm" valign="top"> <p style="margin:3.0pt 0.0cm;text-align:justify;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Required Work Experience</span></strong></p> </td> </tr> <tr style="height:2.6pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0cm" valign="top"> <ul> <li> <p><span style="font-size:10.0pt"><strong>8–12 Years:</strong> Enterprise data analytics, data science, or IT performance.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Leadership:</strong> Led IT and operational reporting capabilities.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>ITSM Data:</strong> Deep experience with Incident, Request, Change, and Problem data.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Advanced Methods:</strong> Used trend analysis, forecasting, and risk modeling.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Exec Dashboards:</strong> Built KPIs using Power BI, Tableau, and ServiceNow.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Vendor Governance:</strong> Tracked third-party SLAs and performance metrics.</span></p> </li> <li style="font-size:10.0pt"> <p><span style="font-size:10.0pt"><strong>Data Strategy:</strong> Unified cross-functional data into a single source of truth.</span></p> </li> </ul> <p style="margin:3.0pt 0.0cm 3.0pt 14.15pt;text-align:justify;text-indent:-14.15pt;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Required Qualification</span></strong></p> <ul> <li style="text-align:justify;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif">Bachelor’s Degree in Data Science, Computer Science, Information Systems, or related discipline.</li> <li style="text-align:justify;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif">Certifications in <strong>Data Science / AI / Machine Learning</strong> (e.g., Python, ML, AI fundamentals) – <strong>desirable</strong></li> <li style="text-align:justify;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong>ITIL Foundation – desirable</strong>, with understanding of ITSM data and processes</li> <li style="text-align:justify;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif">Certifications or training in <strong>Data Governance, Data Management, or Data Quality frameworks</strong> – <strong>advantageous</strong></li> <li style="text-align:justify;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif">Strong foundation in <strong>statistics, data modelling, and analytical methods</strong></li> </ul> </td> </tr> </tbody> </table> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Skills Required</b></H2> </div><div><table class="MsoNormalTable" style="margin-left:7.1pt;border-collapse:collapse;width:57%" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr style="height:21.95pt"> <td style="width:100%;padding:1.4pt 1.4pt 0.0cm" valign="bottom"> <p style="margin:3.0pt 0.0cm 3.0pt 14.15pt;text-align:justify;text-indent:-14.15pt;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Required Skills and Knowledge</span></strong></p> </td> </tr> <tr> <td style="width:100%;padding:1.4pt 1.4pt 0.0cm" valign="top"> <ul style="margin-bottom:0.0cm;margin-top:0.0px" type="disc"> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Strong expertise in data analytics, reporting, and performance management. </span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Understanding of IT Service Management (ITIL processes) and operational metrics. </span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Experience with data visualisation tools (e.g., Power BI, Tableau, ServiceNow reporting). </span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Knowledge of data science techniques (e.g., forecasting, trend analysis, ML basics). </span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Strong analytical and problem-solving skills with ability to translate data into insights. </span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Understanding of multi-vendor environments and service performance metrics. </span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Strong communication skills to present insights to technical and business stakeholders.</span></li> <li style="line-height:15.0pt;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:11.0pt;font-family:Calibri, sans-serif">Strong communication and stakeholder management skills.</span></li> </ul> </td> </tr> </tbody> </table> <p> </p></div></div></div>