Reading (Hybrid 50/50) Until 18/09/2026 Additional vetting required - onboarding may take longer. About the RoleWe're looking for a sharp, data-driven IT Service Management Analyst to own service reporting, drive performance insights, and support continuous improvement across ITSM functions. You'll provide clear, actionable intelligence that helps teams improve incident management, change success, request fulfilment, and overall service health. What You'll Do Build and maintain SLA/KPI dashboards and performance reports Analyse trends across Incident, Problem, Change, Request, Asset & CMDB Provide insight for service reviews, governance forums & audits Improve data quality, processes and service efficiency Work with Service Owners and technical teams to embed continuous improvement Translate complex data into clear, meaningful insights for all audiences Key Skills (Must-Haves) Strong analytical service reporting experience PowerBI & Advanced Excel Solid ITIL understanding (SLAs, governance, service processes) Ability to interpret complex data and spot trends early Nice to Have Knowledge of ITSM tools (ServiceNow, Remedy, Cherwell) Experience in Digital Workplace / EUC environments Understanding of endpoint, identity or collaboration technologies Familiarity with product-led delivery and continuous improvement frameworks What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk