Overview The Service Reporting Manager is responsible for transforming operational data into meaningful insights that enhance service delivery, efficiency, and customer experience. This role analyses ticket trends, performance metrics, and operational behaviours to drive process improvement, proactive problem management, and informed decision-making across the Service Desk … organisational objectives and ISO standards. Facilitate workshops and engagement sessions to promote data literacy and evidence-based decision-making. KPI Management Define, track, and report on KPIs for Service Desk operations, including SLA compliance, resolution times, and customer satisfaction. Establish a robust reporting framework to monitor performance and drive ...