Infrastructure Engineer ITIL, Service delivery, SCCM

Key ResponsibilitiesSLA, KPI & Performance Reporting

• Develop and maintain dashboards, scorecards and reports covering SLAs, KPIs, OLAs and operational metrics across multiple Workplace Technology domains.
• Monitor service performance trends to identify risks, bottlenecks and improvement opportunities.
• Produce monthly and quarterly performance packs for leadership, including narrative insights and recommendations.
• Ensure all reporting aligns with SML standards and supports governance forums, service reviews and audits.

Cross-Domain Reporting SupportProductivity Domain

• Track adoption, usage and performance of Microsoft 365 tools including Teams, Outlook, SharePoint, OneDrive, Viva and Power Platform.
• Report on tenant health, licence optimisation, compliance posture and support trends.
• Provide insights into collaboration behaviours and productivity tool performance.

Hardware Domain

• Monitor device lifecycle performance from procurement to disposal, including deployment, break/fix and inventory accuracy.
• Report on refresh cycles, device reliability and adherence to hardware standards.
• Provide insight into stock levels, supplier performance and user satisfaction.

Essential Skills & Experience

• Strong analytical skills with experience in service reporting, SLA management or IT performance analysis.
• Proficiency with data visualisation tools (e.g., Power BI) and strong Excel capabilities.
• Solid understanding of ITIL, service management processes and operational governance.
• Ability to interpret complex data and transform it into clear, actionable insights.
• Experience working with cross-functional technology teams.
• Excellent communication skills, with the ability to work confidently with stakeholders at all levels.

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