Service Performance & Reporting Consultant

Accenture; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Parental Leave

Flexible Work

Career Development

International Opportunities

Diversity & Inclusion

Job summary

Accenture in Australia is seeking an experienced Measurement & Reporting Consultant to join our Enterprise Service Management environment. You will transform service data into insights that drive decision-making, service improvement, and operational excellence across ITIL-aligned processes.

The role requires collaboration with vendors, operations teams, and client stakeholders to deliver reliable reporting and analytics.

Qualifications

• Experience in IT service management and analytics.
• Proven ability to deliver reporting solutions in complex enterprise environments.
• Strong expertise in ServiceNow reporting and dashboards.
• Familiar with KPI, SLA, OLA, and XLA measurement frameworks.

Responsibilities

• Develop, maintain, and enhance operational and executive reporting across ITSM functions.
• Create dashboards and scorecards to provide real-time service visibility.
• Monitor performance against KPIs, SLAs, OLAs, and XLAs.
• Design and develop ServiceNow reports and dashboards; optimize analytics within the platform.

Skills

IT Service Management

ServiceNow reporting

Dashboards

KPI/SLA/OLA/XLAs

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 click[here].

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

Progressive Employee Benefits – Australia

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!

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statementfor Australia:

At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work.

As part of our talent strategy, we hire and develop people who have different backgrounds, different perspectives and different lived experiences. These differences ensure that we have and attract the cognitive diversity to deliver a variety of perspectives, observations and insights which are essential to drive the innovation needed to reinvent, and we hold our leaders accountable for ensuring we have the most innovative and talented people in our industry.

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