Role Description The Service Management Office (SMO) ITSM Process Performance & Reporting Lead will work under the Project Delivery Director's direction and will own the design, implementation, governance, and continual improvement of the ITSM process measurement, KPI, dashboarding, and reporting framework, ensuring performance insights support operational control, service improvement, and leadership decision-making. This role requires strong experience in KPI design, reporting governance, dashboard development, data quality management, metric standardization, executive reporting, and platform enablement, with the ability to drive consistency, transparency, and sustainable reporting ownership. - Own the end-to-end ITSM process performance and reporting framework, including design, governance, implementation, and continual improvement. - Define and maintain metric standards, KPI frameworks, reporting controls, calculation logic, thresholds, targets, and operating procedures. - Establish governance for metric ownership, data definitions, reporting frequency, traceability, auditability, and approval of reporting changes. - Define and report on KPIs, CSFs, SLAs, OLAs, compliance indicators, and process health measures. - Develop and govern dashboards, scorecards, reporting packs, and executive summaries. - Ensure data quality, reporting accuracy, reconciliation, and control effectiveness. - Standardize reporting across core ITSM processes such as Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management. - Conduct performance trend analysis, identify gaps and root causes, and support improvement actions. - Lead performance review routines and governance forums to assess results and drive accountability. - Partner with process owners, service towers, platform teams, risk, audit, and leadership stakeholders. - Identify and document platform requirements, reporting enhancements, and automation opportunities. - Represent reporting requirements during platform implementation (ServiceNow, BMC, Jira, Power BI, Tableau). - Establish governance over reporting source data, metric normalization, dashboard logic, and exception handling. - Maintain reporting documentation and operational run book. - Build sustainable reporting governance practices. Qualifications - Minimum of six (6) years of experience in ITSM reporting, process performance management, or related reporting ownership. - Minimum of six (6) years implementing ITSM KPI frameworks, dashboarding, reporting governance, and data quality controls. - Minimum of five (5) years hands-on experience with ITSM and reporting platforms such as ServiceNow, BMC Helix/Remedy, Jira Service Management, Power BI, Tableau, or similar tools. - Minimum six (6) years of ITSM process measurement, KPI design, trend analysis, executive reporting, and data governance. - Foundational ITIL or relevant service management certification. Preferred Skills - Advanced ITIL or reporting, analytics, or service management certifications. - Experience in large or regulated environments with audit and compliance reporting requirements. - Experience designing or improving dashboards, reporting automation, and performance review routines. - Ability to translate governance requirements into practical reporting design. Benefits - Medical, dental, and vision insurance with an employer contribution. - Flexible spending or health savings account. - Life and AD&D insurance. - Short and long term disability coverage. - Paid time off. - Employee assistance program. - Participation in a 401k program with company match. - Additional voluntary or legally-required benefits.