Service Reporting Manager

Job description

Overview The Service Reporting Manager is responsible for transforming operational data into meaningful insights that enhance service delivery, efficiency, and customer experience. This role analyses ticket trends, performance metrics, and operational behaviours to drive process improvement, proactive problem management, and informed decision-making across the Service Desk and wider IT organisation. Responsibilities: Data Analytics: - 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. Stakeholder Collaboration: - 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 organisational objectives and ISO standards. - Facilitate workshops and engagement sessions to promote data literacy and...