JOB SUMMARY

The IT Service Reporting Manager within DfE plays a critical role in ensuring transparency, accountability, and continuous improvement in IT service delivery through effective reporting and analysis. This position requires a combination of technical expertise, analytical skills, and stakeholder management capabilities to drive meaningful insights and facilitate data-driven decision-making within the organisation.
As the Reporting Manager you will be responsible for ensuring all required Service Reporting packs relating to DfE’s IT and business services are provided in an effective and efficient manner, using technologies such as ServiceNow, Excel, Power BI and leveraging ITIL best practices.
You will be part of the IT Service Management & Assurance function within IT Technology Operations delivering service reporting capability on all DfE’s IT Services.
You will be working closely with the Service Delivery team within Technology Operations, and ensure all agreed reports are produced in a timely manner.
You will oversee work management responsibilities of the Service Management Analysts and ensure they are able to carry out all routine reporting duties effectively, to support DfE’s business priorities.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

JOB RESPONSIBILITIES:

• Design and create IT service reports, dashboards, and scorecards using appropriate reporting tools and platforms.
• Ensure the Service Reporting Function is fully documented and continually maintained.
• Ensure the accuracy, completeness, and integrity of IT service data through regular data validation and quality assurance processes.
• Drive continuous improvement initiatives based on analysis of IT service metrics and feedback from stakeholders which is repeatable across all DfE IT Services.
• Drive the use of cost-effective automation to support all Service Reporting, with particular emphasis on exploitation of the ITSM Toolset.
• Monitor SLA compliance and KPI metrics against established targets, providing regular updates and reports to stakeholders.
• Participate in cross-functional projects and initiatives aimed at enhancing IT service reporting capabilities and maturity.