IT Performance Analytics Lead

R&D Partners; Hook; On-site; GBP 90,000 - 120,000; Full time

Job summary

R&D Partners is seeking an IT Performance Analytics Lead to own IT performance data and analytics across Global IT. You will manage stakeholder demand, oversee the contracted engineering team and partner with ServiceNow, SIAM and ITSM to deliver insights into Operations management and govern the Global Service Management data product.

You will set the roadmap for IT performance data, balance data quality, access and cost, and lead suppliers to deliver measurable business outcomes.

Qualifications

• Bachelor's degree or equivalent education required.
• Progressive IT performance and analytics experience.
• Experience with ITSM data and governance.
• Vendor management experience.
• KPI design and data quality controls.

Responsibilities

• Set roadmap and governance for IT performance analytics.
• Own Global Service Management data product end-to-end.
• Direct contracted data and reporting engineers.
• Establish intake, prioritization and delivery SLAs.
• Collaborate with SIAM and ITSM teams on KPIs and data quality.

Skills

IT performance

Data governance

Stakeholder engagement

Vendor management

KPI design

ITSM data

Education

Bachelor's degree or equivalent

Tools

Power BI

Databricks

Job description

Are you experienced and skilled in IT looking for your next step in project managing IT performance?

R&D Partners is seeking an IT Performance Analytics Lead to own IT performance data and analytics across Global IT. You will manage stakeholder demand, oversee the contracted engineering team and partner with ServiceNow, SIAM and ITSM teams to deliver insights into Operations management and govern the Global Service Management data product.

Please note that to be considered for this role you must have the right to work in this location.

Responsibilities:

• Set the roadmap and governance for IT performance data and analytics, aligned with stakeholder demand and enterprise priorities.
• Own the Global Service Management data product, balancing data quality, access, compliance, platform efficiency, cost and business outcomes.
• Direct contracted data and reporting engineers; managing workload, capacity, delivery quality and supplier accountability.
• Establish a transparent intake, prioritization and delivery process for analytics requests, with clear service levels and stakeholder communication.
• Partner with the SIAM & ITSM teams to define KPIs, common definitions, and data-quality controls for service performance and team compliance, driving adoption and continuous improvement.

Key Skills and Requirements:

• Bachelor's degree in a relevant discipline, or equivalent education and experience.
• Proven working years of progressive experience in IT performance, service management, data and analytics, or technology operations, including leadership of suppliers or contracted technical teams.
• Strong stakeholder engagement, data governance, demand management, executive communication, KPI design, data quality, compliance reporting, and vendor management skills, with working knowledge of ITSM data.
• Knowledge of Microsoft Power BI and Databricks, including governed data models, dashboards, pipelines, and lakehouse analytics.
• Experience with enterprise ITSM data products and reporting ecosystems.
• Knowledge of ITIL, service-performance frameworks, data-product management, and data governance.
• Experience using compliance and operational data to improve service quality, risk management, productivity, and cost.
• Experience working in a global, regulated enterprise.

For more information, please contact Grant Van Schalkwyk.

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