We're seeking an experienced Measurement & Reporting Consultant to join a high-profile Enterprise Service Management (ESM) setting supporting complex, multi-vendor technology services. This role is ideal for a consultant who enjoys turning service data into meaningful insights that drive better decision-making, service improvement, and operational excellence. You'll work across a broad stakeholder landscape, delivering reporting, analytics, dashboards, and performance insights that support IT service delivery and customer outcomes.
Working closely with service providers, operational teams, and client stakeholders, you'll play a key role in building and improving measurement and reporting capabilities aligned to ITIL best practices About the Role:
Develop, maintain, and enhance operational and executive reporting across IT service management functions.
Produce meaningful dashboards, scorecards,
and performance reports that provide stakeholders with real-time visibility of service outcomes.
Monitor and report on service performance against agreed KPIs, SLAs, OLAs, and Experience Level Agreements (XLAs).
Design and develop ServiceNow reports and dashboards.
Support the configuration and optimization of reporting and analytics capabilities within the Service Management platform.
About You
Experience in IT Service Management, Service Reporting, Service Analytics, Performance Reporting, or a related discipline.
Experience delivering reporting solutions in complex enterprise environments.
Solid experience with ServiceNow reporting and dashboards.
Understanding of KPI, SLA, OLA, and service performance measurement frameworks.