Service Governance and Reporting Manager

Service Governance and Reporting Manager to work for our client within the public sector. This is initially a 6 month contract with very good prospects to extend and will be a hybrid role that will be based in Leeds or London.

Our client is seeking Service Governance and Reporting Manager to join our expanding Service Management team. In this role, you will work collaboratively with colleagues to deliver meaningful reporting and analytical insight that supports continual service improvement and aligns with wider organisational goals.

Responsibilities:

• Build and maintain strong working relationships with both client stakeholders and internal delivery teams.
• Demonstrate a solid understanding of service management frameworks, particularly ITIL practices, processes, and procedures.
• Identify opportunities for enhancement and contribute to the ongoing improvement of service management practices, processes, and procedures to maximise value delivery.
• Provide support in overseeing the day-to-day running of the reporting function within the Service Management team.
• Develop, review, and deliver reports covering service performance, key performance indicators, and operational effectiveness in line with agreed client expectations and deadlines.
• Develop an in-depth understanding of the client’s service landscape and use this knowledge to generate meaningful insights and recommendations.
• Lead and facilitate stakeholder meetings, presenting analysis clearly and steering discussions around service performance and improvement.
• Maintain awareness of agreed deliverables and recognise the potential impact of any missed commitments.
• Proactively shape and evolve client reporting requirements while effectively managing expectations and ensuring clear communication.
• Identify, assess, and manage risks, assumptions, issues, and dependencies (RAID), implementing mitigation actions and ensuring visibility through reporting.
• Produce consistent, high-quality dashboards and reports that enable informed decision-making among stakeholders.
• Analyse historical data and trends to provide forward-looking insights that support both operational and strategic planning.
• Ensure the accuracy and consistency of reporting outputs by validating data and enhancing data quality processes.
• Work closely with stakeholders and continuous improvement teams to ensure reporting outputs translate into measurable business value.

• ITIL 4 Foundation certification is desirable.
• Strong knowledge of ITIL frameworks and industry best practices.
• Experience presenting data insights and visualisations in a clear and impactful way.
• Hands-on experience with ServiceNow, including report and dashboard creation, and use of Performance Analytics.
• Excellent analytical thinking and problem-solving capability.
• Strong interpersonal and communication skills, with the ability to engage diverse stakeholders.
• Advanced data analysis skills, including the ability to interpret large datasets, extract key insights, and communicate findings effectively using tools such as Excel, Word, and PowerPoint.