The Service Reporting Manager is responsible for transforming operational data into meaningful insights that enhance service delivery, efficiency, and customer experience.
Requirements
- Design and deliver advanced analytics to identify trends, recurring issues, and opportunities for service improvement
- Define and implement best practices for data collection, storage and analysis
- Develop predictive models and insights to support proactive problem management
- Create dashboards and visuals that translate complex data into actionable insights for technical and non-technical audiences
- Partner with service desk leadership, IT operations, and business stakeholders to define data requirements and priorities
- Define, track, and report on KPIs for Service Desk operations, including SLA compliance, resolution times, and customer satisfaction
- Build and maintain scalable data pipelines and reporting infrastructure to support current and future analytics needs
- Champion a data-driven culture across the Service Desk and IT teams, promoting transparency, collaboration and continuous improvement
Benefits
- Competitive Salary
- Flexible remote working
- A generous company pension
- 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days!
- Healthcare and dental insurance
- Life assurance
- Cycle to work scheme
- A diverse and inclusive work culture
- Modern vibrant workplaces
- Exclusive discounts with major retailers, discount gym memberships and access to our wellness centre