Service Performance & Reporting Lead

Capgemini; Katowice; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Medicover medical care

Private life insurance

Sports card

Capgemini Helpline for wellbeing

Educational podcast Lets talk about 1t

Hybrid work model

100+ training tracks on NEXT

Job summary

Capgemini Polska seeks a Service Level & Reporting Manager to define and monitor service performance, SLAs, OLAs, and KPIs. You will develop data-driven insights, collaborate with Service Delivery and Operations, and create dashboards to drive continuous improvement.

You will work within a hybrid setup, engaging with business teams and leadership to elevate service outcomes and ensure compliance with governance standards.

Qualifications

• Bachelor's degree in a related field is required.
• Strong experience in Service Management, Service Delivery, Reporting, BI, or IT Operations.
• Proficient with reporting/visualization tools and IT governance (ITIL).

Responsibilities

• Define, monitor, and govern service performance metrics, SLAs, OLAs, and KPIs.
• Analyze data and provide actionable insights to leadership.
• Deliver regular performance reports to management and stakeholders.
• Create dashboards and reporting frameworks using enterprise tools.
• Lead continuous service improvement initiatives based on data and feedback.

Skills

Fluent German

Fluent English

IT Operations

Education

Bachelor's degree in Business Administration, Information Technology, Data Analytics, or a related field

Tools

Power BI

Tableau

Excel

ServiceNow Reporting

Job description

Capgemini Polska seeks a Service Level & Reporting Manager to define and monitor service performance, SLAs, OLAs, and KPIs. You will develop data-driven insights, collaborate with Service Delivery and Operations, and create dashboards to drive continuous improvement.

You will work within a hybrid setup, engaging with business teams and leadership to elevate service outcomes and ensure compliance with governance standards.