Service Reporting Analyst

Job title: Service Reporting Analyst (1760)

Salary: £38,500 - £45,000 (dependant on skills & experience)
Location: Pier Walk, North Greenwich  (50% Hybrid WFH)
Contract Type: Permanent TFL Band 2

Overview of project/role 

The Service Reporting Analyst will deliver management reports to key stakeholders in a timely manner to enable informed and insightful data driven decisions to ensure continuous improvement of the service.

The role holder will be accountable for analysing data, creating and publishing business facing performance reports, including the identification and assessment of opportunities for improving service operation processes to drive cost and process improvements.

We are looking for a confident proactive individual who is a quick learner, has a passion for working with data with a good eye for detail and possesses strong stakeholder management skills.

Key Accountabilities  

• Accountable for producing and delivering timely, insightful business and service reports for the Technology, Products & Operations areas.
• Lead Performance Management meetings across Technology Service Operations (TSO) to drive continuous service improvement.
• Proactively review, update, and align reports with evolving business needs and changes.
• Analyse and deliver reports to senior management, highlighting achievements, identifying service performance trends, areas for improvement, and flagging risks or exceptions.
• Communicate service performance insights to stakeholders, providing a clear and current view of incidents, service-affecting faults, problems, and service requests.
• Responsible for delivering ad-hoc and customised reports within agreed timelines, ensuring responsiveness to business requirements.

Knowledge

• Advanced proficiency in Microsoft Excel with strong capabilities in data manipulation, analysis, and visualisation. (Essential)
• Working knowledge of Power BI, including the creation and delivery of interactive dashboards and reports. (Essential)
• Proven experience with Service Management toolsets and reporting functionalities, demonstrating a solid understanding of ITSM processes. (Essential)
• IT Service Management certifications, including ITIL, with practical implementation experience in large-scale organisations. (Desirable)

Skills 

• Excellent communication skills both written and oral. (Essential)
• Excellent Stakeholder management skills with the ability to translate complex reports and data in a simple and understandable format. (Essential)
• Ability to manage the interactions between suppliers, in-house teams, and customers to deliver quality and reliable reporting outputs (Essential)
• Creative problem solving and analytical skills (Essential)
• Ability to identify opportunities, develop and implement solutions which lead to continuous service improvements (Essential)
• Ability to work under pressure and deliver to agreed timescales. (Essential)

Experience 

• Proven experience of working in a large organisation and ideally has a strong service-related background. (Essential)
• Experience working within the Technology industry in an analytical role. (Desirable)
• Proven experience working within a reporting function, developing customer-focused reporting outputs within a technology department. (Desirable)

Equality, diversity and inclusion 

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process  

• Please apply using your CV. Word format preferred and do not include any photographs or images 

The closing date for applications is 17/8/2025 @ 23:59 

Benefits

 
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the business area but mostly include: 

• Final salary pension scheme  
• Free travel for you on the TfL network  
• A 75% discount on National Rail Season Ticket and interest free loan  
• 30 days annual leave plus public and bank holidays 
• Private healthcare discounted scheme (optional)  
• Tax-efficient cycle-to-work programme 
• Retail, health, leisure and travel offers  
• Discounted Eurostar travel 
• EV Salary Sacrifice Scheme