Service Performance Analyst
- Hiring Organisation
- Adroit People Ltd
- Location
- Glasgow, Lanarkshire, Scotland, United Kingdom
- Employment Type
- Permanent
- Salary
- £70,000
MTBF, Service Performance,CAB Job Spec Purpose: Monitor day-to-day service performance and provide actionable insights across Incidents, Service Requests, Change, and Defect Management (aligned to ITIL 4 practices). Key Responsibilities Track SLA/SLO attainment, backlog health, MTTR/MTBF, change success rate, and defect trends … governance cadences (service reviews, CAB inputs) with clear metrics and narratives. Tooling & Reporting JIRA: Build/optimize dashboards, JQL filters, boards, and gadgets; manage metadata/fields. Excel: Create performance packs (pivot tables, charts), data validation, and reproducible templates. Desirable: Experience with Power BI for automated, model-driven dashboards ...