Role Overview

This role is responsible for ensuring service performance, governance, and compliance through effective data management, reporting, and control frameworks. The position enables data-driven decision-making, supports risk mitigation, and drives continuous service improvement.

Key Responsibilities

• Collect, consolidate, and manage operational data from multiple sources to ensure accuracy and consistency
• Monitor and report on service performance against SLAs, OLAs, KPIs, and other operational metrics
• Develop and maintain dashboards, reports, and data models to support operational and executive decision-making
• Implement data quality controls and governance practices
• Analyze data to identify trends, anomalies, and improvement opportunities
• Support audit and compliance activities with accurate reporting and documentation
• Partner with Service Desk and ITSM teams (Incident, Problem, Change, Knowledge) to ensure data integrity
• Maintain documentation of data sources, methodologies, and governance standards
• Produce regular and ad-hoc reports for stakeholders
• Support root cause analysis (RCA) through data insights
• Identify opportunities for reporting automation and standardization
• Ensure reporting aligns with contractual and organizational requirements
• Serve as a point of contact for data-related inquiries

Key Skills and Competencies

• Strong communication skills (written and verbal)
• Advanced analytical and data interpretation abilities
• Experience with reporting and visualization tools (Power BI, Excel, Tableau)
• Understanding of ITIL/ITSM processes and service performance metrics
• Knowledge of data governance and data quality practices
• Familiarity with continuous improvement methodologies (e.g., Lean, Six Sigma)
• Understanding of service desk and end-user computing environments
• Ability to influence stakeholders through data-driven insights

Qualifications and Experience

• 3–5 years of experience in IT service operations, reporting, or data analysis
• Experience with performance reporting frameworks and data management practices
• Degree or diploma in IT, business, or a related field
• ITIL Foundation certification (preferred)

Additional preferred qualifications:

• Background in data analytics or business intelligence
• Experience with automation and reporting tools
• Exposure to customer experience-focused environments