Service Reporting Manager - Remote Analytics Role

About the Role

We are seeking a Service Reporting Manager to join our team remotely. In this role, you will transform operational data into meaningful insights that enhance service delivery, efficiency, and customer experience. As a Service Reporting Manager, you will analyze ticket trends, performance metrics, and operational behaviors to drive process improvement and informed decision-making across the Service Desk and wider IT organization.

What You'll Do

• 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.
• Act as the primary liaison for analytics initiatives, ensuring alignment with organizational objectives and ISO standards.
• Facilitate workshops and engagement sessions to promote data literacy and evidence-based decision-making.
• Define, track, and report on KPIs for Service Desk operations, including SLA compliance, resolution times, and customer satisfaction.

Requirements

• Bachelor's degree in Data Analytics, Computer Science, IT, or a related field.
• Proven experience in data analytics and reporting within IT Service Management environments.
• Advanced experience in SQL, PowerBI, Tableau, Excel, Python, and ServiceNow reporting.
• Knowledge of ITIL principles and ISO service management standards.
• Excellent stakeholder management and communication skills.

Nice to Have

• Experience with data engineering and building scalable data pipelines.
• Familiarity with mentoring and developing junior team members.

What We Offer

• Competitive salary ranging from £60,000 to £80,000 annually.
• Flexible remote working options.
• A generous company pension plan.
• 25 days of annual leave plus bank holidays, with the option to purchase an additional 5 days.
• Healthcare and dental insurance.
• Life assurance and a cycle-to-work scheme.
• A diverse and inclusive work culture.
• Access to exclusive discounts with major retailers and wellness center memberships.