IT Service Performance Manager

If you thrive on transforming metrics into meaningful insights and want to play a key role in service quality and compliance, this role puts you at the heart of operational transparency for a regulated financial services environment. • Location: London (Bank/Monument), primarily remote. • Rate: c. £350 per day outside IR35. • Immediate start available. Global fast paced environment. You’ll be responsible for producing high-impact reports, dashboards, and analytics that inform service reviews, incident trends, change success rates, SLA adherence, and control compliance. Working closely with Service Owners, IT Operations, Risk & Compliance, and senior stakeholders, you’ll ensure data is accurate, actionable, and aligned to regulatory frameworks. What you’ll be responsible for • Develop and maintain service performance reports across Incident, Change, Problem, and Request Fulfilment • Monitor SLAs, KPIs, and OLAs to reflect service health and operational commitments • Build dashboards and visualisations using tools like Power BI, Excel, and ServiceNow Performance Analytics • Analyse service delivery trends to identify recurring issues and improvement opportunities • Support service reviews and senior stakeholder meetings with actionable insights • Ensure data accuracy and completeness within the ITSM platform (e.g., ServiceNow) • Validate and reconcile data for regulatory and audit reporting (PCI DSS, DORA, ACPR, GDPR) • Assist in control evidence and audit response materials related to ITSM process adherence • Support process owners with ad-hoc reporting, metrics tracking, and trend analysis • Contribute to post-incident reviews, change reviews, and CSI initiatives What you’ll bring • 2–4 years’ experience in ITSM reporting, operations, or service analytics • Bachelor’s degree in IT, Business Analytics, Computer Science, or related field • Working knowledge of ITIL (Foundation certification preferred) • Proficiency in ITSM reporting. • Strong skills in Excel (pivot tables, lookups), Power BI, and data visualisation • Attention to detail and ability to present complex data to technical and non-technical audiences Bonus points if you have • Experience in financial services or regulated industries (banking, fintech, insurance) • Familiarity with operational risk reporting or audit processes • Understanding of cloud-based service operations and performance monitoring