IT Service Management and Improvement Specialist

2 weeks ago


London, Greater London, United Kingdom Project People Full time
Role Overview

Project People is seeking a Senior Data Analytics Lead to join our team. As a Senior Data Analytics Lead, you will be responsible for leading a team of Operations/Analytical professionals and providing service insights to ensure minimum service quality measures are met.

This is an excellent opportunity to work with a leading organization in the IT industry and contribute to operational and strategic plans using data and insight. If you have a strong background in data analysis and are able to communicate complex information effectively, we would love to hear from you.

Key Responsibilities:

  • Leading a team of Operations/Analytical professionals to provide service insights and ensure minimum service quality measures are met.
  • Driving improvements to the operational environment by analyzing contracted service levels with partners.
  • Establishing performance goals related to the delivery of services across all channels (IT service desk, call center, self-service, retail) and communicating them to stakeholders.
  • Managing risks associated with maintaining the service and providing recommendations for improving the service across the enterprise.
  • Ensuring the effectiveness and performance of data operations.

Requirements:

  • Previous experience working within IT for a telecoms company, particularly with IT systems such as BSS/OSS, to deliver actionable insights.
  • Experience managing a team to drive operational performance.
  • Conducting statistical data analysis and presenting findings to technical and non-technical audiences.
  • Creating comprehensive reports that evaluate end-to-end service performance and identify opportunities for improvement.
  • Strong reporting skills with the ability to explain complex data to leadership and non-technical stakeholders.
  • Experience with reporting tools and scripting languages such as Helix, Splunk, and Dynatrac.

Estimated Salary: £60,000 - £80,000 per annum, depending on experience.



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