Greetings!AdroitPeopleiscurrentlyhiring Role: Service Performance Analyst Duration: 1 Year FTC Location: Glasgow, UK Hybrid 3 DAYS/WEEK Keywords; MTTR/MTBF, Service Performance,CAB Job Spec Purpose: Monitor day-to-day service performance and provide actionable insights across Incidents, Service Requests, Change, and Defect Management (aligned to ITIL 4 practices). Key Responsibilities Track SLA/SLO attainment, backlog health, MTTR/MTBF, change success rate, and defect trends; flag risks and emerging patterns. Maintain and improve operational dashboards; ensure data freshness, accuracy, and availability. Produce weekly/monthly performance packs and ad-hoc analyses for service reviews and CSI actions. Investigate breaches/outliers; recommend corrective actions and continuous improvement opportunities. Harmonize data definitions and reporting taxonomies across tools (JIRA). Support governance cadences (service reviews, CAB inputs) with clear metrics and narratives. Tooling & Reporting JIRA: Build/optimize dashboards, JQL filters, boards, and gadgets; manage metadata/fields. Excel: Create performance packs (pivot tables, charts), data validation, and reproducible templates. Desirable: Experience with Power BI for automated, model-driven dashboards