Manager, KPI & Metrics – Global Service Desk

Role Overview:

The Manager, KPI & Metrics for the Global Service Desk is responsible for defining, governing, and reporting on key performance indicators (KPIs) and operational metrics that measure service performance and customer experience. This role plays a critical part in driving data-driven decision-making by delivering accurate, timely insights and ensuring that performance trends are clearly communicated to the appropriate stakeholders for action and continuous improvement. 

What you will be doing:

KPI & Metrics Strategy 

• Define, develop, and maintain a comprehensive KPI framework aligned to Global Service Desk objectives and broader IT and business goals 

• Establish standardized definitions, calculation methods, and governance for all service desk metrics 

• Continuously review and refine KPIs to ensure relevance, accuracy, and alignment with evolving priorities 

Performance Reporting & Insights 

• Produce regular (daily, weekly, monthly, quarterly) reports and dashboards on service performance 

• Analyse trends, identify performance gaps, and highlight risks and opportunities 

• Provide actionable insights and recommendations to improve service quality, efficiency, and user satisfaction 

• Ensure consistency and accuracy of data across all reporting outputs 

Stakeholder Communication 

• Share KPI and performance insights with key stakeholders including Service Desk leadership, IT operations teams, and senior management 

• Present findings clearly, concisely, and relevant to the audience 

• Collaborate with cross-functional teams to drive accountability and performance improvement initiatives 

Data & Tool Management 

• Oversee the integrity and quality of data used for KPI reporting 

• Partner with IT and analytics teams to enhance reporting tools, dashboards, and automation 

• Investigate and leverage data visualization tools (e.g., Power BI) to improve accessibility and usability of reports 

Continuous Improvement 

• Drive a culture of continuous improvement using data-led insights 

• Work closely with service delivery teams to translate metrics into improvement actions 

• Track effectiveness of initiatives and measure impact on KPIs 

Your Profile:

Qualifications & Experience 

• Bachelor’s degree in Information Technology, Business, Data Analytics, or a related field 

• 5+ years’ experience in Service Desk, IT Operations, or Performance Management roles 

• Proven experience defining KPIs and delivering operational reporting in a global environment 

• Strong analytical and problem-solving skills with the ability to interpret complex data sets 

• Experience with reporting and visualization tools (e.g., Power BI, Excel advanced analytics) 

• Familiarity with ITSM tools (e.g., ServiceNow) 

Skills & Competencies 

• Strong data storytelling and communication skills 

• Ability to influence and drive action across multiple teams and levels 

• High attention to detail and commitment to data accuracy 

• Excellent stakeholder management and collaboration skills 

• Proactive, results-oriented, and continuous improvement mindset 

Success Measures 

• Timely and accurate delivery of KPI reports 

• Improved service desk performance against defined KPIs 

• Increased stakeholder engagement and use of metrics for decision-making 

• Measurable improvements in customer satisfaction and operational efficiency 

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