Job Summary
We are seeking an experienced IT Operations Reporting Lead with 5–6 years of experience in IT operations reporting, service management, and data analysis. The role will be responsible for managing and delivering accurate, timely, and insightful operational reports covering SLA/KPI performance, incidents, service requests, availability, capacity, productivity, and other key service metrics. The ideal candidate should have strong hands-on experience with reporting and visualization tools such as Microsoft Excel and Power BI, along with a good understanding of ITIL-based service management processes and ITSM platforms such as ServiceNow. The role will focus on transforming operational data into meaningful management insights, identifying trends and service improvement opportunities, improving reporting accuracy, and driving automation to reduce manual reporting efforts. The Reporting Lead will work closely with IT operations teams, service delivery managers, technical teams, and business stakeholders to maintain reporting governance, support service reviews, and provide clear data-driven insights for operational and management decision-making. Strong analytical, communication, stakeholder-management, and presentation skills are essential for this position.
Key Responsibilities
Lead the preparation and delivery of daily, weekly, and monthly IT operations reports, covering SLA/KPI performance, incidents, service requests, availability, productivity, and operational trends. Develop and maintain dashboards and management reports using Power BI and advanced Microsoft Excel, ensuring accuracy, consistency, and timely delivery. Analyze operational data to identify trends, recurring issues, performance gaps, and improvement opportunities, providing actionable insights to service delivery and operations teams. Own reporting governance, including data validation, report standardization, metric definitions, and quality checks across different IT service areas. Collaborate with Service Desk, Infrastructure, Application, and Service Delivery teams to gather reporting requirements and ensure relevant operational metrics are captured. Track and report SLA, KPI, backlog, aging, incident trends, service availability, and operational performance, highlighting deviations and areas requiring management attention. Support Monthly Service Reviews (MSR/MOR), Quarterly Business Reviews (QBR), and customer/management presentations with meaningful data, trends, and executive-level insights. Drive reporting automation and process improvements to reduce manual effort and improve the efficiency, reliability, and scalability of reporting processes. Work with ITSM platforms such as ServiceNow to extract, validate, and analyze operational data while maintaining data integrity. Coordinate with stakeholders to understand new reporting requirements and translate business needs into clear metrics, dashboards, and visualizations. Maintain reporting documentation, KPI definitions, templates, and data sources to ensure consistent reporting practices. Provide guidance to reporting analysts and act as the primary point of contact for operational reporting queries and deliverables.
Skill Requirements
Strong experience in IT Operations Reporting, MIS reporting, and service performance management. Advanced proficiency in Microsoft Excel, including Pivot Tables, XLOOKUP/VLOOKUP, Power Query, charts, and data analysis. Hands-on experience with Power BI, including dashboard development, data visualization, DAX, and Power Query. Good working knowledge of ITSM tools such as ServiceNow and operational data extraction/reporting. Strong understanding of ITIL/IT Service Management processes, including Incident, Problem, Change, Request, and Service Level Management. Experience in tracking and reporting SLAs, KPIs, incident trends, backlog, aging, availability, productivity, and service performance metrics. Ability to perform trend analysis, root-cause-oriented data analysis, and identification of operational improvement opportunities. Experience in report automation, data consolidation, data validation, and reporting process optimization
Other Requirements
NA