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- Tasks: Manage SLA reporting and metrics, driving insights for service excellence.
- Company: Join WTW, a leader in technology services and innovation.
- Benefits: Enjoy hybrid working options and a flexible, inclusive environment.
- Why this job: Make a measurable impact while collaborating with diverse teams.
- Qualifications: Seeking self-starters with a strategic mindset and data-driven approach.
- Other info: Engage in outreach programs to enhance technology awareness.
The predicted salary is between 36000 - 60000 £ per year.
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ITSM Reporting and Metrics Manager, Birmingham
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Client:
WTW
Location:
Birmingham, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
b9861d96a66f
Job Views:
12
Posted:
12.08.2025
Expiry Date:
26.09.2025
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Job Description:
Join WTW as a SLA Reporting & Metrics Manager – Drive Insight, Influence Outcomes
Are you passionate about turning data into meaningful insights and driving service excellence? WTW\’s IT Service Management (ITSM) team is looking for a SLA Reporting and Metrics Manager to play a key role in shaping how we measure and improve our technology services.
In this dynamic role, you will:
- Manage the end-to-end lifecycle of SLA and metrics reporting, from gathering requirements to delivering insights at Service Governance meetings.
- Collaborate across operational and leadership teams in Enterprise Technology to ensure reporting aligns with strategic goals.
- Drive improvements by challenging the status quo and thinking creatively about data and process enhancements.
- Facilitate meetings, develop presentations, document business requirements, and manage expectations with precision and clarity.
We’re looking for a self-starter who thrives in a fast-paced environment, brings a strategic mindset, and is comfortable owning deliverables and timelines. If you\’re ready to influence change and make a measurable impact, we want to hear from you.
The Role
- Drive the delivery of Enterprise Technology reporting and service level agreement requirements
- Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
- Create and maintain the Reporting and Service Level Agreement (SLA) policy manual
- Design, deliver and maintain the ownership of reporting for defined Enterprise Technology Governance meetings
- Oversight for the delivery of Enterprise Technology Power BI dashboards
- Responsible for the development of quality Reporting and SLA Knowledge articles
- Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
- Drive the development of SMART metrics from standardized processes to measure quality of service and identify areas which need improvement
- Expand communication across the group to better inform the colleague community with a consistent story using our ITSM framework.
- Engage in driving standardized ITSM processes to enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements
At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.
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ITSM Reporting and Metrics Manager employer: WTW
Contact Detail:
WTW Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM Reporting and Metrics Manager
✨Tip Number 1
Familiarise yourself with IT Service Management (ITSM) frameworks and methodologies. Understanding frameworks like ITIL can give you a solid foundation to discuss how you would approach SLA reporting and metrics management.
✨Tip Number 2
Network with professionals in the ITSM field, especially those who work at WTW or similar companies. Engaging in conversations on platforms like LinkedIn can provide insights into the company culture and expectations for the role.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data to drive improvements in previous roles. Highlighting your experience with Power BI or similar tools will demonstrate your capability to deliver impactful reporting.
✨Tip Number 4
Stay updated on the latest trends in IT metrics and reporting. Being knowledgeable about emerging technologies and best practices will show your commitment to continuous improvement and innovation in the role.
We think you need these skills to ace ITSM Reporting and Metrics Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the ITSM Reporting and Metrics Manager. Familiarise yourself with key terms like SLA, metrics reporting, and Power BI, as these will be crucial in your application.
Tailor Your CV: Customise your CV to highlight relevant experience in data analysis, reporting, and IT service management. Use specific examples that demonstrate your ability to drive improvements and manage stakeholder expectations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for turning data into insights. Mention how your strategic mindset and self-starter attitude align with WTW's goals, and provide examples of past successes in similar roles.
Highlight Soft Skills: In your application, emphasise soft skills such as communication, collaboration, and problem-solving. These are essential for engaging with various teams and driving change within the organisation.
How to prepare for a job interview at WTW
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the SLA Reporting and Metrics Manager. Familiarise yourself with key concepts like SLA management, metrics reporting, and how these contribute to service excellence.
✨Prepare Data-Driven Examples
Be ready to discuss specific instances where you've turned data into actionable insights. Prepare examples that showcase your ability to manage reporting processes and drive improvements in service delivery.
✨Showcase Your Collaboration Skills
Since the role involves working with various teams, highlight your experience in cross-functional collaboration. Discuss how you've successfully engaged with different stakeholders to align reporting with strategic goals.
✨Demonstrate a Strategic Mindset
Emphasise your ability to think strategically about data and processes. Be prepared to discuss how you've challenged the status quo in previous roles and implemented creative solutions to enhance reporting capabilities.
