Service Reporting Manager

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