IT Service Performance Manager

Overview

If you thrive on transforming metrics into meaningful insights and want to play a key role in service quality and compliance, this role puts you at the heart of operational transparency for a regulated financial services environment. Location: London (Bank/Monument), primarily remote. Rate: c. £350 per day outside IR35. Immediate start available. Global fast paced environment. You’ll be responsible for producing high-impact reports, dashboards, and analytics that inform service reviews, incident trends, change success rates, SLA adherence, and control compliance. Working closely with Service Owners, IT Operations, Risk & Compliance, and senior stakeholders, you’ll ensure data is accurate, actionable, and aligned to regulatory frameworks. What you’ll be responsible for Develop and maintain service performance reports across Incident, Change, Problem, and Request Fulfilment Monitor SLAs, KPIs, and OLAs to reflect service health and operational commitments Build dashboards and visualisations using tools like Power BI, Excel, and ServiceNow Performance Analytics Analyse service delivery trends to identify recurring issues and improvement opportunities Support service reviews and senior stakeholder meetings with actionable insights Ensure data accuracy and completeness within the ITSM platform (e.g., ServiceNow) Validate and reconcile data for regulatory and audit reporting (PCI DSS, DORA, ACPR, GDPR) Assist in control evidence and audit response materials related to ITSM process adherence Support process owners with ad-hoc reporting, metrics tracking, and trend analysis Contribute to post-incident reviews, change reviews, and CSI initiatives What you’ll bring 2–4 years’ experience in ITSM reporting, operations, or service analytics Bachelor’s degree in IT, Business Analytics, Computer Science, or related field Working knowledge of ITIL (Foundation certification preferred) Proficiency in ITSM reporting. Strong skills in Excel (pivot tables, lookups), Power BI, and data visualisation Attention to detail and ability to present complex data to technical and non-technical audiences Bonus points if you have Experience in financial services or regulated industries (banking, fintech, insurance) Familiarity with operational risk reporting or audit processes Understanding of cloud-based service operations and performance monitoring

Responsibilities

• Develop and maintain service performance reports across Incident, Change, Problem, and Request Fulfilment.
• Monitor SLAs, KPIs, and OLAs to assess service health and meet operational commitments.
• Build dashboards and visualisations using tools such as Power BI, Excel, and ServiceNow Performance Analytics.
• Analyse service delivery trends to identify recurring issues and opportunities for improvement.
• Support service reviews and senior stakeholder meetings with actionable insights.
• Ensure data accuracy and completeness within the ITSM platform.
• Validate and reconcile data for regulatory and audit reporting.
• Assist process owners with ad-hoc reporting, metrics tracking, and trend analysis.

Requirements

• 2–4 years’ experience in ITSM reporting, operations, or service analytics.
• Bachelor’s degree in IT, Business Analytics, Computer Science, or a related field.
• Working knowledge of ITIL, preferably with Foundation certification.
• Proficient in ITSM reporting and tools such as Excel (including pivot tables and lookups), Power BI, and data visualisation.
• Attention to detail with the ability to present complex data for both technical and non-technical audiences.
• Experience in financial services or regulated industries is a bonus.
• Familiarity with operational risk reporting or audit processes is advantageous.
• Understanding of cloud-based service operations and performance monitoring is desirable.