Service Performance & Reporting Analyst

Advento Staffing Limited
London, UK
20 May 2019
28 May 2019
Contract Type
Full Time
We are partnered with a financial services organisation who are searching for a Reporting Analyst to support a critical point in their ITSM Service Delivery life cycle during a period of extensive outsourcing. You will be producing the relevant reports and information required to manage the service effectively and in line with the Information Technology Infrastructure Library (ITIL) best practice.

You will:
  • Provide analysis capability to identify the trending of service issues with insight of actions to be taken to drive improvement of service performance and stability.
  • Manage and maintain the service reporting schedule creating relevant artefacts in a timely manner for the Associate, Service Delivery Managers
  • Accountable for the tracking and reporting of Governance Metrics and the measurement / exception reporting of KPI's used to measure the level of service provided to the Business
  • Responsible for gathering and consolidation of incident, problem and change data, presenting in an agreed format in readiness for monthly service level review session with the relevant suppliers
  • Identifying areas of potential improvement to benefit customers, clients, improve efficiency and /or reduce costs through the analysis of data gathered for service level reviews
  • Produce regular robust service documentation & presentation material for stakeholder consumption operating at varying levels, supporting the Service Manager.
  • Support the Associate, Service Delivery Managers at regular service reviews with the customers and suppliers through the preparation of supporting reports and documentation
  • Own & maintain the ITSM risk register, ensuring risks are documented and action points followed up on. Alongside the Principal, Service Operations ensure identified risks are escalated as appropriate to the IT Risk Register
  • Support the service operations lead during a Major incident by documenting key decisions made as part of the major incident process.

You will need:
  • Good understanding of ITIL framework, ITSM in general & SIAM
  • Must have worked in a role supporting ITIL v3 aligned services
  • Experience of monitoring the performance of 3rd party
  • Ability to work on own initiative and make decisions
  • Strong Organisational skills
  • Excellent analytical and reporting skills
  • Large scale corporate environments not necessarily Financial services although this is an advantage

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