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About the Role

The Service Reporting Manager transforms operational data into meaningful insights to enhance service delivery, efficiency, and customer experience. This role analyzes ticket trends, performance metrics, and operational behaviors to drive process improvement, proactive problem management, and informed decision-making across the Service Desk and wider IT organization.

Responsibilities

• 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.
• 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 organizational objectives and ISO standards.
• Facilitate workshops and engagement sessions to promote data literacy and evidence-based decision-making.
• 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 optimization, and operational efficiency.
• 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.
• 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.

Requirements

• 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.
• Encourages knowledge sharing and cross-functional engagement.
• Bachelor's degree in Data Analytics, Computer Science, IT, or related field.
• Proven experience in data analytics and reporting within IT Service Management environments.
• Knowledge of ITIL principles and ISO service management standards.
• Excellent stakeholder management and communication skills.

Skills

• SQL
• PowerBI
• Tableau
• Excel
• Python
• ServiceNow reporting

Location

• Remote

Work Type

• Flexible remote working

Experience Level

• Advanced experience

Education Level

• Bachelor's degree in Data Analytics, Computer Science, IT or related field

Salary/Compensations

• Competitive Salary

Benefits

• Internal development opportunities
• Access to Udemy training platform with over 5000 training courses
• Competitive Salary
• Flexible remote working
• Generous company pension
• 25 days annual leave entitlement plus bank holidays
• Option to purchase 5 extra days
• Healthcare and dental insurance
• Life assurance
• Cycle to work scheme
• Diverse and inclusive work culture
• Modern vibrant workplaces
• Exclusive discounts with major retailers
• Discount gym memberships
• Access to our wellness centre

About the Company

• 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.

Equal Opportunity

• 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.