Senior Consultant
Core
Producing, governing, and improving service performance reporting while driving continual service improvement across IT services, suppliers, and operational teams.
Role type
Senior IC Service Reporting and Continual Service Improvement Lead
Builds
Service performance dashboards, KPI scorecards, governance packs, and executive summaries
Domain
IT Service Management (ITSM) / SIAM / Managed Services
Deliverable
dashboards & analysis
Required skills
IT Service Management (ITIL 4), ServiceNow ITSM, data analysis, dashboard creation, stakeholder coordination, continual improvement processes, supplier performance management, trend analysis, report governance
Preferred skills
SIAM operating models, Lean Six Sigma, Power BI, Excel advanced, ServiceNow Performance Analytics, ITIL 4 Foundation certification
Technologies
ServiceNow, Power BI, Excel, PowerPoint
Responsibilities
Manage the recurring service reporting cycle including data collection, validation, and publication; Develop and maintain service performance dashboards and executive summaries; Analyze service performance trends across incidents, SLAs, and supplier performance; Maintain the continual improvement register and track action closure; Coordinate with process owners and service owners to identify systemic improvement themes; Support monthly service reviews and governance forums with prepared insights; Improve reporting templates and automation to reduce manual effort; Ensure alignment with ITIL, SIAM principles, and client governance requirements
Seniority
Senior, hands-on IC