Skills required
Job description

No Of Position:1

Job Role:Service Level Reporting Analyst

Functional Area: Analytics & Business Intelligence

Industry:Information Technology/ IT-Software / Software Services /IT-Hardware & Networking

Additional Information:

Candidate should be SC cleared or Eligible for the same

Eligibility Criteria:

The following original supporting documents are required for clearance verification:

Should be in UK for 5 or more than 5yrs from 2011 to 2016
Current Passport – to be eligible for clearance you must hold a valid passport.

Any 2 of the below address proofs:
Driving License - Photo and Paper (provisional licences are not accepted)
Latest Utility Bill in your name
Bank statements – last 6 months statements required
Credit card statements with credit card – last 3 months statements required (self-printed statements will not be accepted)
Recent HMRC letter

Last 3 years continuous employment/ education:
Employment/ Academic references
*please note there can be no gaps within the 3 year period

+++ Please DO NOT Apply if you do not have full SC clearance or is eligible to get one +++

Location : Liverpool

Start date : ASAP

Job Type: Permanent

Salary: 30K - 35K GBP


• Responsible for Service Level Reporting.


• To ensure that the ITIL processes used by Service Management are fit-for-purpose, effective, efficient and are used to support delivery of the service. This role will also be responsible for day-to-day supplier (internal and external) relationships, including reporting.


• Is able to lead initiatives, with support from service managers, to work with the product delivery groups and third parties to agree and provide effective published Key Performance Indicators

• Is able to drive visibility of audience facing metrics to increase the understanding of the specific impact that problems/incidents have on the audience by operational support groups.

• Is able to drive visibility of daily, weekly and monthly performance statistics.

• Fully conversant with service management contracts, KPI measurement and management reporting

• Demonstrate experience of negotiating service level agreements with both internal and external   


• Possess desirable knowledge in tools like Service Now, Remedy etc.

• Demonstrate excellent communication and interpersonal skills, specifically in dealing with management and staff at all levels as well as external stakeholders/suppliers

• Demonstrate a commitment to maintaining high industry support standards and provide an efficient and effective service. Proven ability to identify and improve performance measurement and  reporting processes in a large organization

• Demonstrate proven experience of service reporting in a IT Service Support environment

•  Demonstrate proven experience of driving service improvement through effective measurement using SLA, KPI’s and SMART objectives

• Demonstrate experience creating and distributing comprehensive reports from a number of sources back to the business

• Demonstrable ability to manipulate data and summarize complex reports to present to non-specialists

• Possess good interpersonal skills for written, oral and face-to-face communications.

• Possess skills in influencing and negotiation methods and techniques.

• Good numerical skills

• Extensive relevant experience.

• Person must have or be able to obtain full SC clearance.

• Possess the ability and willingness to be working in shift patterns, out of hours and on-call


•Certified in ITIL V3 Foundation