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 evidence-based decision making
KPI Management
* Define, track, and report on KPIs for Service Desk operations, including SLA compliance, resolution times, and customer satisfaction
* Establish a robust reporting framework to monitor performance and drive continual service improvement
* Provide insights that inform resource planning, rota optimisation, and operational efficiency
Data Engineering
* Build and maintain scalable data pipelines and reporting infrastructure to support current and future analytics needs
* Ensure data integrity, security, and compliance with governance standards
* Evaluate and recommend tools and technologies to enable automation and advanced analytics capabilities
Culture & Leadership
* Champion a data-driven culture across the Service Desk and IT teams, promoting transparency, collaboration and continuous improvement
* Actively demonstrate company values – Honesty & Integrity, Open & Straightforward, One Version of Events, Agile & Responsive, Friendly & Inclusive – in all interactions and decision making
* Lay the foundations for future growth of the Data & Analytics function, including documentation, process design and mentoring future hires
* Translate sometimes complex data into clear, actionable insights
* Present findings in a compelling way that drives decision making
* Build trust and collaborate effectively across teams through strong interpersonal skills
* Propose practical solutions with an analytical mindset
* Create clarity from complexity while being comfortable with ambiguity
* Ensure accuracy and integrity with data analysis and reporting
* Encourage knowledge sharing and cross‑functional engagement
Required Skills & Qualifications
* Bachelor's degree in data Analytics, Computer Science, IT or related field
* Proven experience in data analytics and reporting within IT Service Management environments
* Technical skills, advanced experience in SQL, PowerBI, Tableau, Excel, Python, ServiceNow reporting etc.
* Knowledge of ITIL principles and ISO service management standards
* Excellent stakeholder management and communication skills
Benefits
* We prioritise internal development opportunities and offer access to our Udemy training platform with over 5000 training courses
* 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
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