Overview
Join to apply for the Service Reporting & Insights Lead role at ParentPay.
This role supports performance driven decision making across the service organisation. Reporting to the Head of Service Performance, it is responsible for the design, delivery, and continuous improvement of service reporting, analytics, and insight generation that supports operational excellence and strategic growth. The role requires expert knowledge of the ServiceNow platform, particularly Performance Analytics, ITSM, and CSM, providing the data foundation for monitoring service performance, customer satisfaction, and SLA achievement. A key part is transforming raw data into meaningful insights and executive level narratives that drive improvement, enable capacity planning, and inform the integration of AI and automation into service delivery. It ensures leadership and operational teams have the right information at the right time to make evidence based decisions, including producing board ready reports and identifying risks and opportunities.
This is a hybrid role based either in our Coventry or Chelmsford office.
Key Responsibilities
* Reporting to the Head of Service Performance, deliver high-quality service to ParentPay Group customers.
* Develop, maintain, and continuously improve ServiceNow dashboards, reports, KPIs, and metrics across ITSM and CSM to ensure real-time visibility of service performance.
* Analyse service data to identify trends, risks, and opportunities. Produce board ready and operational reports with clear narratives and actionable insights that support service excellence and strategic decision-making.
* Provide data driven insight to inform AI and automation solutions. Identify suitable AI use cases and monitor performance post deployment.
* Track SLA compliance, customer satisfaction, volume trends, resolution times, and service efficiency metrics through robust reporting frameworks.
* Collaborate with the Head of Service Performance to produce performance packs, dashboards, and insights for executive governance and leadership teams.
* Define and manage customer satisfaction metrics (e.g., CSAT, NPS) and ensure insights are included in monthly reporting.
* Champion data quality, consistency, and reliability across reporting processes; align data inputs/outputs within the ServiceNow platform with process owners.
* Identify and implement opportunities to automate reporting processes to improve speed, accuracy, and usefulness of outputs.
* Ensure reporting supports a strong focus on customer experience and highlights improvements to enhance service quality and user satisfaction.
* Act as a trusted advisor to stakeholders, providing guidance on leveraging data for better outcomes for customers.
* Use historical and real-time data to support accurate demand forecasting, workload planning, and resource alignment within the service function.
Skills, Knowledge And Expertise
* Extensive experience with ServiceNow, particularly Performance Analytics, Dashboards, and Reporting in ITSM and CSM environments.
* Experience producing insightful, executive level reports with clear narratives and data-driven recommendations.
* Strong communication and storytelling skills to convey insights in a clear, engaging, customer-focused way.
* Knowledge of ITILv3 or v4 frameworks, service management KPIs, and operational reporting.
* Advanced analytical skills with expertise in interpreting performance data, trend analysis, and forecasting.
* Passionate about delivering great customer service and doing the right thing for the customer.
* Proficient in ServiceNow Performance Analytics, Power BI, SQL, and Microsoft Excel/PowerPoint.
* Strong understanding of CSAT, NPS, and customer experience design principles; ability to interpret feedback data into measurable service impact.
* Solid grasp of resource modelling, capacity planning tools, and workload forecasting methodologies.
* Ability to optimize resource allocation based on live and predictive service data. Familiarity with 8x8 phone system, Google Analytics, Ada.
About ParentPay Group
ParentPay Group brings together eleven brands that drive development in EdTech. As Europe\'s largest EdTech provider, we help primary and secondary schools streamline payments, improve parent engagement, manage meals, and securely store data. We create time for learning.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Strategic Management Services
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