Service Reporting Manager

Overview

The Service Reporting Manager is responsible for transforming operational data into meaningful insights that enhance service delivery, efficiency, and customer experience. This role analyses ticket trends, performance metrics, and operational behaviours to drive process improvement, proactive problem management, and informed decision-making across the Service Desk and wider IT organisation.

Responsibilities

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.

Qualifications

• Ability to translate sometimes complex data into clear, actionable insights.
• Skilled at presenting findings in a compelling way that drives decision making.
• Strong interpersonal skills to build trust and collaborate effectively across teams.
• Analytical mindset with the ability to propose practical solutions.
• Comfortable working with ambiguity and creating clarity from complexity.
• Ensure accuracy and integrity with data analysis and reporting.
• Encorages 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.

What we care about:

At Bell, we believe that we are stronger together, and promote an open, collaborative culture where everyone is encouraged to be involved in the shaping of our business.

We value diversity!

We seek to employ a workforce representative of the markets that we serve and work hard to ensure that all of our staff have the opportunity to thrive within a friendly and inclusive environment.

Why join Bell:

Why join bell:

• 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