JOB DESCRIPTION
Location: Edinburgh, Bristol or London (Hybrid)
In this position, you'll be based in the Edinburgh, Bristol or London office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
We give you a world of potential
Computershare has an exciting opportunity for a permanent full-time Head of Service Analytics and Reporting to join our Computershare Technology Services team.
A role you will love
In this strategic role, you'll provide actionable insights based on concrete data to improve service performance. You will also be responsible for analyzing service data, identifying patterns, and proposing data-driven recommendations to departmental and technology leads.
Want more jobs like this?
Get Data and Analytics jobs delivered to your inbox every week.
You'll collaborate with stakeholders across the business to ensure they understand and can effectively utilize data to drive informed decision-making. While this role does not own the implementation of solutions, it plays a critical part in enabling a data-driven culture, ensuring key decision-makers have the right information at the right time.
Other key responsibilities include:
- Service Performance Analytics: Delivering data-driven insights that help measure and improve IT service performance
- Predictive Analysis: Developing models to identify patterns and forecasting potential service disruptions before they occur, enabling proactive decision-making
- Reporting & Visualization: Creating and maintaining dashboards using Power BI, Excel, and other tools to present clear, actionable insights
- Data Strategy & Governance: Ensuring data accuracy and reliability, supporting stakeholders in interpreting and leveraging insights
- Stakeholder Engagement: Working with IT, operations, and business leaders to understand their data needs and facilitating discussions on possible actions
- Monitoring & Automation: Recommending and optimizing service monitoring tools to improve proactive issue detection
- Executive Reporting: Presenting data-driven insights to senior leadership, helping them make informed strategic decisions.
- ServiceNow Reporting: Utilizing ServiceNow to extract, analyze, and report on service management metrics, ensuring relevant teams have actionable information
- SQL & Data Management: Using SQL for data extraction and transformation, supporting deep analysis and reporting automation
- Genesys Analytics: Leveraging Genesys data to monitor and support decision-making around contact centre customer interactions
- Driving a Data-Driven Culture: Promoting the use of analytics in decision-making, ensuring teams understand and applying insights effectively
- Proposal of Deliverables: Providing recommendations to relevant departmental and technology leads based on data insights, without owning implementation
What will you bring to the role?
You have excellent communication and interpersonal skills with the ability to build relationships and work with stakeholders and partners at all levels. You are also able to influence and challenge effectively. Being passionate about positive customer outcomes and service excellence is important in this role. You are someone who is driven and self-motivated with a strong ability to work under your own initiative.
You'll also bring:
- Significant experience in data analytics, reporting and data management in a Service Analytics and Reporting or related roles
- Experience in using AI/ML models or statistical techniques to anticipate service performance trends
- Experience with data warehousing, data visualization tools and statistical analysis software
- Proficiency in tools such as PowerBI, Tableau, ServiceNow, SQL, Microsoft Excel (advanced level), Genysis, Zscaler (ZDX), Solarwinds and other monitoring tools
- Proven ability to translate complex data into clear, actionable recommendations for stakeholders
- Proven ability to present insights in an engaging way that facilitates action
- Proven ability to challenge and influence thinking of senior stakeholders to achieve ownership and buy in to initiatives and management tools
- Proven ability to inspire trust and successfully influence and persuade members and senior managers within a large multi-function organization
- Experience working strategically and effectively with a range of stakeholders including senior management up to Corporate Board level, Members and partners
- Strong strategic planning and problem-solving abilities including the ability to weight arguments, substantiate judgements and consistently produce compelling and persuasive narratives
- Experience of working within ITIL aligned organizations
- Ability to influence at peer level and above to drive through change and alignment to process with all other areas of Technology Services at a global level
- Understanding of industry direction and best practices
Bonus points if you have:
- A degree in a relevant field such as Data Science, Statistics, Computer Science or Business Analytics
- Experience of operating in IT management roles in a financial services industry
- Experience leading Service Delivery teams
- ITIL knowledge for aligning service analytics with IT service management best practices
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
Extra Rewards ranging from recognition awards and team get togethers to helping you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub
#LI-SM1 #LI-Hybrid
ABOUT US
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
A diverse and inclusive place to work
At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
ABOUT THE TEAM
Our Technology Services team is a place where new ideas and approaches are welcomed, and every individual is equipped and empowered to create change. We're a rapidly evolving and diverse global business and there is always something to learn, opportunities to explore and a broad range of career paths to progress along.