Service Reporting and Continual Service Lead

Manage the recurring service reporting cycle, including report planning, data collection, validation, commentary, publication, and governance pack preparation.

Develop and maintain service performance dashboards, monthly service reports, executive summaries, trend packs, KPI scorecards, and operational review materials.

Validate reporting inputs from ServiceNow, monitoring tools, suppliers, service towers, and internal teams to ensure completeness, accuracy, consistency, and auditability.

Analyze service performance trends across incidents, requests, changes, problems, availability, SLA performance, customer experience, backlog, and supplier performance.

Translate operational data into clear insights, risks, recommendations, and improvement opportunities for service reviews, governance forums, and management discussions.

Maintain the continual improvement register, including improvement opportunities, owners, benefits, priorities, target dates, status, dependencies, and realized outcomes.

Coordinate with process owners and service owners to identify systemic improvement themes, recurring service issues, process gaps, automation opportunities, and reporting enhancements.

Support monthly service reviews, supplier governance forums, operational performance meetings, and continual improvement review sessions with prepared insights and action tracking.

Track agreed improvement actions from service reviews, PIRs, audits, customer feedback, process assessments, and supplier performance reviews through to closure.

Work with Service Level Management to align reports with SLAs, OLAs, XLAs, KPIs, service commitments, calculation rules, and governance expectations.

Partner with Supplier Management and service delivery teams to challenge inconsistent reporting, missing commentary, weak action plans, and recurring performance issues.

Improve reporting templates, automation, dashboard usability, data quality controls, and reporting governance practices to reduce manual effort and increase insight quality.

Support continual improvement maturity by promoting structured problem statements, measurable benefits, baseline metrics, action ownership, and benefits tracking.

Prepare concise management updates highlighting key service risks, improvement progress, performance exceptions, achievements, and decisions required.

Ensure reporting and improvement practices remain aligned with ITIL, SIAM principles, client governance requirements, and agreed service management standards.

Good understanding of IT Service Management, SIAM operating models, service reporting, performance governance, and continual improvement practices.

Strong analytical ability with the skill to interpret service data, identify trends, explain performance movements, and convert findings into actionable insights.

Hands-on experience producing dashboards, scorecards, governance packs, management reports, improvement trackers, and executive-level service summaries.

Good working knowledge of ServiceNow ITSM or equivalent ITSM platforms, including incident, request, change, problem, SLA, reporting and dashboard data.

Strong exposure to configure, customize and deploy Excel, PowerPoint, Power BI, ServiceNow Performance Analytics, or similar reporting and visualization tools to meet specific reporting requirements.

Strong communication skills with the ability to write concise service commentary, improvement updates, risks, recommendations, and stakeholder summaries.

Ability to coordinate across suppliers, process owners, service owners, reporting teams, and operational delivery teams in a multi-stakeholder environment.

Strong attention to detail, data quality mindset, and ability to challenge inconsistencies in source data, supplier inputs, and performance narratives.

Organized and disciplined in managing reporting calendars, governance deadlines, improvement registers, action logs, and recurring stakeholder commitments.

Continuous improvement mindset with the ability to identify practical opportunities for automation, process optimization, service quality improvement, and reporting maturity.

Minimum 5 to 8 years of experience in IT Service Management, service reporting, continual improvement, SIAM governance, service operations, or related roles.

Experience working in enterprise IT, managed services, shared services, SIAM, or multi-supplier service delivery environments is preferred.

Good understanding of ITIL 4 practices, especially Continual Improvement, Service Level Management, Incident Management, Problem Management, Change Enablement, Measurement and Reporting, and Service Catalogue Management.

Hands-on experience with ServiceNow ITSM or equivalent tools, including data extraction, reporting, dashboards, SLA data, and service performance analysis.

Experience preparing monthly service reports, operational dashboards, supplier performance packs, governance materials, and continual improvement trackers.

Ability to work with service metrics, trend analysis, root cause themes, action plans, improvement benefits, and management-level reporting narratives.

ITIL 4 Foundation certification is preferred. SIAM, ServiceNow, Power BI, Lean, Six Sigma, or continual improvement certifications would be advantageous.

Excellent customer-facing skills

Excellent written and verbal communication skills

Strong attention to detail and outstanding analytical and problem-solving skills.

Income Protection Insurance

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Flexible working arrangements (hybrid, reviewed case-by-case basis)

Health Insurance Discount and Well-being Program

Access to Fitness and Gym Memberships

Salary packaging and novated leasing