Service Analytics and Quality Management

Job Description:
Service Analytics and Quality Management

Roles and Responsibilities
Serve as the central data engine for ITIL process govenance by reviewing and validating process execution against actual operational performance.
Identify and analyze gaps between defined ITIL process and real-world service delivery, enabling continuous improvement
Act as the single source of truth for service volumetrics by consolidating, validating, and maintaining monthly operational reporting
Ensure accuracy, consistency, and completeness of service data across all ITIL processes
Support SLA computation and validation, including monitoring compliance against agreed service levels.
Assist in tracking, monitoring and validating onboarding of resources into BAU operations to ensure operational readiness and alignment with service requirements

Qualifications:
Bachelors degree in information technology, Computer Science, Business Administration, Engineering, or a related field.
Strong knowledge of ITIL and IT Service Management (ITSM) processes.
Experience in service reporting, data analytics, and KPI/SLA monitoring.
Ability to analyze service performance, identify gaps, and recommend improvements.
Skilled in data validation, quality assurance, and process compliance.
Proficient in reporting tools such as Power BI, ServiceNow, and Excel.
Strong analytical, problem-solving, and stakeholder management skills.
Experience in continuous service improvement and operational governance.
ITIL certification is preferred