Service Performance & Reporting Consultant

Accenture Australia; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

18 weeks paid parental leave

Flexible Work Arrangements

Family Inclusive Workplace

Diversity & Inclusion Index status

Job summary

Accenture Australia is seeking an experienced Measurement & Reporting Consultant to join a high-profile Enterprise Service Management environment. You will turn service data into insights that drive decision-making, improvements, and operational excellence across IT service delivery and customer outcomes.

You will deliver reporting, analytics, dashboards, and performance insights while collaborating with service providers, operational teams, and client stakeholders.

Qualifications

• Experience in IT Service Management and service reporting.
• Experience delivering reporting solutions in complex enterprise environments.
• Strong experience with ServiceNow reporting and dashboards.
• Understanding KPI, SLA, OLA and service performance measurement.

Responsibilities

• Develop, maintain, and enhance operational and executive reporting across IT service management functions.
• Produce dashboards, scorecards, and performance reports for real-time visibility of service outcomes.
• Monitor and report on service performance against KPIs, SLAs, OLAs, and XLAs.
• Design and develop ServiceNow reports and dashboards.
• Support configuration and optimization of reporting within the Service Management platform.

Skills

IT Service Management

Service Reporting

Service Analytics

Performance Reporting

KPI / SLA / OLA understanding

Tools

ServiceNow

Job description

We're seeking an experienced Measurement & Reporting Consultant to join a high-profile Enterprise Service Management (ESM) environment supporting complex, multi-vendor technology services. This role is ideal for a consultant who enjoys turning service data into meaningful insights that drive better decision-making, service improvement, and operational excellence. You'll work across a broad stakeholder landscape, delivering reporting, analytics, dashboards, and performance insights that support IT service delivery and customer outcomes. Working closely with service providers, operational teams, and client stakeholders, you'll play a key role in building and improving measurement and reporting capabilities aligned to ITIL best practices.

About the Role:

• Develop, maintain, and enhance operational and executive reporting across IT service management functions.
• Produce meaningful dashboards, scorecards, and performance reports that provide stakeholders with real-time visibility of service outcomes.
• Monitor and report on service performance against agreed KPIs, SLAs, OLAs, and Experience Level Agreements (XLAs).
• Design and develop ServiceNow reports and dashboards.
• Support the configuration and optimization of reporting and analytics capabilities within the Service Management platform.

About You:

• Experience in IT Service Management, Service Reporting, Service Analytics, Performance Reporting, or a related discipline.
• Experience delivering reporting solutions in complex enterprise environments.
• Strong experience with ServiceNow reporting and dashboards.
• Understanding of KPI, SLA, OLA, and service performance measurement frameworks.

Additional Requirements:

Security Clearance Requirement: Given the secure nature of this role, we are seeking candidates who are Australian Citizens with an active security clearance. This requirement ensures that all team members are cleared to handle sensitive information and contribute to maintaining the highest standards of security in our operations.

On-call and Shift Expectations: Our positions are primarily focused on managed services, meaning you will be responsible for maintaining and improving our clients' IT systems (Applications and Infrastructure). Flexibility and adaptability are key, as you may be required to work in shifts to provide continuous support. Additionally, you may need to be on call to address incidents promptly and perform after-hours deployment activities as needed. Your ability to effectively manage these responsibilities will be crucial to ensuring the seamless operation of our services and client satisfaction.

We are a WORK180 Endorsed Employer, to see our benefits and policies clickhere.

Accenture Progressive Employee Benefits - To view our Progressive Employee Benefits covering Health, Wellbeing, Progressive Leave Options, Sustainability click on the link below.

Benefits of working at Accenture:

• 18 weeks paid parental leave
• Long & short-term career break opportunities
• Structured career development program
• Local and international career opportunities.
• Certified as a Family Inclusive Workplace
• Flexible Work Arrangements - centred around Accenture's Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
• We are proud to be in the top 3 of last year's Diversity & Inclusion Index!