DESCRIPTION

The Service Reporting & Insights Lead plays a critical role in enabling performance driven decision making across the service organisation. Reporting to the Head of Service Performance, this role is responsible for the design, delivery, and continuous improvement of Service based reporting, analytics, and insight generation that supports operational excellence and strategic growth.
With expert level knowledge of the ServiceNow platform — particularly Performance Analytics, ITSM, and CSM — this role provides the data foundation for monitoring service performance, customer satisfaction, and SLA achievement. A key part of the role is transforming raw data into meaningful insights and executive level narratives that drive improvement, enable capacity planning, and inform the integration of AI and automation into service delivery.
Working at the intersection of data, technology, and service, the ServiceNow Reporting & Insights Lead ensures leadership and operational teams have the right information at the right time to make evidence based decisions.
This includes producing board ready reports, identifying risks and opportunities, and actively contributing to the achievement of service and organisational goals such as scalability, cost control, and service innovation.
With a strong analytical mindset and a passion for customer service, you will help create a culture of continuous improvement and data informed action, ensuring we always do the right thing for the customer.

SKILLS, KNOWLEDGE AND EXPERTISE

• Extensive experience with ServiceNow, particularly Performance Analytics, Dashboards, and Reporting in ITSM and CSM environments.
• Demonstrable experience producing insightful, executive level reports with clear narratives and data-driven recommendation.
• Strong communication and storytelling skills, you will be able to convey insights in a clear, engaging, and customer focused way.
• Knowledge of ITILv3 or v4 frameworks, service management KPIs, and operational reporting.
• Advanced analytical skills with expertise in interpreting performance data, trend analysis, and forecasting.
• Passionate about delivering great customer service and doing the right thing for the customer.
• Proficient in ServiceNow Performance Analytics, Power BI, SQL along with demonstrable Microsoft Excel, PowerPoint experience.
• Strong understanding of CSAT, NPS, and customer experience design principles. Ability to interpret customer feedback data and translate it into measurable service impact.
• Solid grasp of resource modelling, capacity planning tools, and workload forecasting methodologies.
• Ability to optimise resource allocation based on live and predictive service data. Familiarity with Service related tools; 8x8 phone system, google analytics, Ada.

KEY RESPONSIBILITIES

Reporting to the Head of Service Performance, the holder of this role will be responsible for the delivery of high-quality service to ParentPay Group customers. This will be achieved via the following:

• ServiceNow Performance Analytics Ownership - Develop, maintain, and continuously improve ServiceNow dashboards, reports, KPIs, and metrics across ITSM and CSM to ensure accurate, real-time visibility of service performance.
• Analyse service data to identify trends, risks, and opportunities. Produce board ready and operational reports with clear narratives and actionable insights that support service excellence and strategic decision-making.
• Provide data driven insight that informs the development and implementation of AI and automation solutions. Help identify suitable AI use cases and monitor performance outcomes post deployment.
• Enable the tracking of SLA compliance, customer satisfaction, volume trends, resolution times, and service efficiency metrics through robust reporting frameworks.
• Collaborate with the Head of Service Performance to produce high quality performance packs, dashboards, and insights for executive governance and leadership teams.
• Define and manage the framework for customer satisfaction metrics (e.g., CSAT, NPS) and ensure insights are incorporated into monthly reporting.
• Champion data quality, consistency, and reliability across all reporting processes. Collaborate with process owners to ensure alignment of data inputs and outputs within the ServiceNow platform
• Identify and implement opportunities to automate reporting processes and improve the speed, accuracy, and usefulness of service data outputs
• Ensure all reporting supports a strong focus on customer experience, identifying and highlighting improvements that can enhance service quality and user satisfaction.
• Act as a trusted advisor to stakeholders across the business. Providing expert guidance on how to leverage data for better outcomes for our customers
• Use historical and real-time data to support accurate demand forecasting, workload planning, and resource alignment within the service function.